Customer Support (Tier II) Representative (Healthcare SaaS)

TL;DR

Customer Support (Tier II) Representative (Healthcare SaaS): Providing high-quality technical solutions to customer support requests for a healthcare SaaS platform with an accent on ticket management and client communication. Focus on resolving Tier 1/2 issues, promoting platform adoption, and streamlining support procedures.

Location: Remote (minimal travel)

Company

hirify.global is a rapidly growing healthcare SaaS company on a mission to transform healthcare with innovative technology.

What you will do

• Provide high-quality solutions for Tier 1/2 customer support requests, handling up to 40-50 tickets per day.
• Manage customer expectations and provide clear, actionable resolutions to minimize business disruption.
• Adhere to ticket processing workflows, ensuring all issues are logged, prioritized, and escalated.
• Guide clients through the platform to promote adoption of learning and optimization tools.
• Collaborate with internal teams to document and streamline support procedures.
• Participate in shift coverage to ensure client needs are met across various time zones.

Requirements

• 2-5 years of experience in technical customer service or help desk roles, preferably within a startup SaaS environment.
• Undergraduate degree or equivalent work experience.
• Experience with computer programming or a help-desk background answering live chats and emails.
• Ability to work remotely across multiple time zones with flexibility to shift hours based on client demand.

Nice to have

• Experience using Zendesk.
• Relevant professional certifications.

Culture & Benefits

• Collaborative, mission-driven culture that values innovation and customer success.
• Medical benefits and paid time off.
• Potential for an annual performance bonus and equity.