Customer Support Specialist-2 (SaaS)

TL;DR

Customer Support Specialist-2 (SaaS): Providing technical assistance and troubleshooting for a member-management SaaS platform with an accent on client relationship management and technical issue resolution. Focus on training clients on platform configuration, collaborating with the Product Development team to resolve bugs, and translating technical jargon for non-technical users.

Location: Cebu, Philippines (Hybrid). Must be eligible to work in the Philippines without sponsorship.

Company

hirify.global provides cloud-based software and services for nonprofits and associations to manage communities, fundraising, and operations.

What you will do

• Build and maintain collaborative relationships with clients through expertise and responsive service.
• Troubleshoot and resolve client-reported issues within the member-management SaaS platform.
• Train clients on utilizing a highly configurable platform to meet their organizational needs.
• Provide detailed status reporting on support cases to clients.
• Collaborate with the Product Development team to identify bugs and advance the product.

Requirements

• Proven experience in customer service and technical support.
• Proficiency in HTML and CSS.
• Strong technical skills with MS Word, PowerPoint, Excel, and MS Outlook.
• Excellent verbal and written communication skills.
• Eligibility to work in the Philippines without sponsorship.
• Ability to explain technical concepts to users with limited technical knowledge.

Nice to have

• Experience with JavaScript.
• General software troubleshooting experience.

Culture & Benefits

• Hybrid work arrangement.
• Comprehensive medical, dental, and optical benefits, including dependents.
• Flexible planned paid time off and sick leave.
• Company-paid life insurance coverage.
• Hazard pay.
• Purpose-driven culture focused on community involvement and diversity.