Product Support Analyst (SaaS)

TL;DR

Product Support Analyst (SaaS): Providing technical assistance and troubleshooting for 15+ product lines to ensure a high-quality customer experience with an accent on first-call resolution and technical problem-solving. Focus on identifying complex software issues, communicating resolutions to bilingual clients, and contributing to global knowledge management systems.

Location: Remote, must be based in the United Kingdom

Company

hirify.global is a fast-paced product company focused on delivering high-quality CRM and staffing software solutions with a people-first culture.

What you will do

• Resolve customer tickets via phone, email, and chat in both Dutch and English.
• Troubleshoot technical issues across 15+ product lines to achieve first-call resolution.
• Partner with customers to identify challenges and assess the impact on their business.
• Escalate complex problems to specialized experts via defined internal paths.
• Contribute to the global knowledge management system by creating and editing technical articles.
• Adhere to customer and team-focused metrics to maintain high performance standards.

Requirements

• Bilingual proficiency in Dutch and English (professional level, written and spoken) is mandatory.
• Must be based in the United Kingdom.
• Proven track record of delivering exceptional customer experiences through client-facing interaction.
• Ability to confidently articulate software-related and technical concepts.
• Strong critical thinking and independent judgment when solving new problems.

Nice to have

• 1-3 years of experience in technical troubleshooting within a B2B or B2C environment.
• 1+ year of experience delivering software support.
• Hands-on experience with relational databases, specifically SQL Server.

Culture & Benefits

• Comprehensive insurance package: Group Critical Illness, Income Protection, Life Assurance, and Vision.
• Unlimited vacation policy and quarterly paid volunteer days.
• Private Medical Coverage and Ride to Work Scheme available from day one.
• Pension plan and access to a dedicated Discounts and Wellbeing Portal.
• Strong emphasis on career development and a culture of promoting from within.