Customer Support Specialist (Automotive Software)

Location: Remote in Canada. Flexible shifts are required, primarily Monday–Friday from 8:00am–9:00pm EST and Saturday from 10:00am–4:00pm EST, including statutory holidays and overtime as needed; some service teams operate 24x7x365.

Salary: $20–$24 CAD per hour

Company

hirify.global provides proprietary automotive data, advanced analytics, industry expertise, and workflows that connect insight to action.

What you will do

• Serve as the first point of contact for dealership users with questions about usability, configuration, data, and software behavior.
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating complex cases when appropriate.
• Explain solutions, system behavior, and next steps clearly and empathetically across phone, email, chat, and ticketing channels.
• Document cases accurately in CRM and ticketing systems while following workflows, SLAs, and escalation processes.
• Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and identify recurring defects.
• Contribute to knowledge base content, playbooks, and continuous process improvements.

Requirements

• Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience.
• 1–3 years of customer, technical, or service desk support experience in a SaaS, data, or technology environment.
• Hands-on experience supporting dealer- and OEM-facing automotive software and data platforms.
• Experience troubleshooting F&I systems, authentication and access, VIN decoding, incentives, configuration and build data, APIs, payments, reporting, and real dealer cases.
• Working knowledge of REST and SOAP APIs, JSON/XML data formats, CRM and ticketing platforms such as Salesforce Service Cloud, and diagnostic or data validation tools.
• Strong analytical, triage, troubleshooting, communication, organizational, and customer empathy skills.

Nice to have

• Dealer or automotive industry experience.
• Telephony experience.

Culture & Benefits

• Customer-first, service-centric working environment.
• Cross-functional collaboration with a focus on trust, accountability, and continuous improvement.
• Feedback and coaching to support ongoing growth and development.
• Flexible shift coverage supporting customer service availability.
• Commitment to a diverse and inclusive workforce.