Technical Customer Care Representative

TL;DR

Technical Customer Care Representative (SaaS/MedTech): Providing technical assistance and software support to home health agency clients with an accent on diagnosing complex user issues and ensuring platform adoption. Focus on delivering high-quality customer service via multiple channels and maintaining detailed documentation in Salesforce.

Location: Must be based in or able to work from our Minneapolis, MN office

Salary: $24.00–$28.00/hour

Company

hirify.global is a leading technology platform providing comprehensive end-to-end solutions for the home and community-based care industry.

What you will do

• Provide technical assistance to customers via phone, email, and chat.
• Analyze customer challenges and determine effective resolution paths.
• Educate customers on platform usage to mitigate future issues and promote self-service.
• Escalate bugs and complex technical defects to engineering teams.
• Document all interactions accurately within Salesforce Service Cloud.
• Maintain expertise in product offerings and industry knowledge.

Requirements

• Must be based in Minneapolis, MN
• 2+ years of technical customer support experience in a SaaS environment.
• Fluent in English (Spanish proficiency is a plus).
• Experience supporting customers in a B2B environment.
• Ability to work assigned shifts, including weekends if applicable.
• Strong problem-solving skills and professional communication abilities.

Nice to have

• Experience with SMB environments.
• Experience supporting freemium software platforms.
• Bilingual in Spanish.

Culture & Benefits

• Competitive health plans and company-sponsored programs.
• 401K retirement program with company match.
• Paid time-off and company-paid holidays.
• Shift premium for qualifying hours.
• Collaborative, fast-paced work environment.