Customer Support Specialist (Software Application Support)

TL;DR

Customer Support Specialist (Software Application Support): Provide frontline support for SMB and Mid-Market clients on the hirify.global Professional platform with an accent on ticket triage, analytical troubleshooting, and using internal documentation and AI support tools to resolve cases. Focus on balancing quick how-to answers with deeper issue investigation, escalating to Tier 2 when needed, and operating a permanent West Coast coverage shift from 11:00 AM–7:00 PM.

Company

hirify.global builds technology that reduces administrative friction for business workflows.

What you will do

• Support West Coast inbound baseline cases from 11:00 AM to 7:00 PM to keep afternoon and West Coast queues clear.
• Own your queue by managing and resolving 12–20 tickets per day, mixing quick how-to responses with deeper technical troubleshooting.
• Triage and escalate: answer baseline product questions and determine when to troubleshoot vs. document and escalate to Tier 2.
• Use modern tools, including internal documentation, system logs, and AI support tools, to improve resolution speed and accuracy.
• Complete initial training on an 8:30 AM–4:30 PM schedule before transitioning to the permanent shift.

Requirements

• Ability to work out of the Toronto hub alongside the local team and Team Leads.
• Strong technical aptitude and comfort learning how software works under the hood.
• Proven problem-solving and troubleshooting mindset for logic/configuration issues.
• Strong written and verbal communication skills to explain technical solutions clearly.
• Comfort using AI tools and adapting to changing technology.
• Availability for the permanent 11:00 AM–7:00 PM shift (with temporary 8:30 AM–4:30 PM hours during initial training).

Culture & Benefits

• Hybrid workplace with a local Toronto hub and close collaboration with a small support cluster.
• Visible metrics and supported growth within a tight-knit team of about 10.
• Comprehensive product training before moving to the permanent shift.
• Opportunity to leverage AI support tools to deliver world-class service.