Product Support Specialist

TL;DR

Product Support Specialist (SaaS): Providing exceptional customer service and technical support for home industry professionals using the hirify.global Pro platform with an accent on subscription management, software adoption, and marketing advice. Focus on resolving complex account inquiries, conducting virtual software training, and driving engagement through proactive communication.

Location: Must be a permanent resident in AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA.

Salary: $20.55–$22.83 per hour plus $3,600 variable target.

Company

hirify.global provides home industry professionals with a business management and marketing SaaS solution that helps them win projects, collaborate with clients, and run their business efficiently.

What you will do

• Respond to inbound messages and calls from professionals regarding software functionality and subscription status.
• Assist with membership management, including cancellations, upgrades, and renewals.
• Conduct virtual software training sessions via Zoom to ensure deep platform engagement.
• Identify learning opportunities and provide actionable marketing advice to help professionals improve their profiles.
• Collaborate with internal teams like Client Success and Strategic Growth to resolve complex account issues.
• Maintain performance KPIs including CSAT, phone utilization, and case resolution time.

Requirements

• Must be a permanent resident in one of the following states: AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA.
• 6 months to 2 years of technical or subscription-based support experience.
• Strong written and verbal communication skills with a focus on customer service.
• Ability to troubleshoot technical complications and conduct virtual presentations.
• Strong listening skills to identify and resolve customer pain points.

Culture & Benefits

• Comprehensive medical, dental, and vision benefits.
• 401(k) retirement savings plans with Pre-Tax and Roth options.
• Home internet stipend and professional development reimbursement.
• Paid Time Off (PTO) and maternity/paternity leave programs.
• Access to Health Savings Account (HSA) and Flexible Spending Accounts (FSA).