Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS/Fintech): Providing high-quality technical assistance and onboarding for SMB clients using gym management and payment software with an accent on resolving software inquiries and enhancing user experience. Focus on managing high-volume ticketing systems, educating customers on best practices, and advocating for the voice of the customer.

Location: 100% Remote within the US (excluding Hawaii and Alaska)

Salary: $50,000 - $55,000 per year

Company

hirify.global provides cloud-based management and payment solutions for small and medium-sized businesses.

What you will do

• Handle inbound customer inquiries via email, chat, and phone through a support ticketing system.
• Document customer interactions and provide solutions or appropriate next steps.
• Educate customers on software features and best practices to maximize product value.
• Escalate complex technical issues to higher-level support tiers and management.
• Meet and exceed personal KPI targets for ticket volume and customer satisfaction.
• Contribute to the internal knowledge base using Knowledge Centered Support processes.

Requirements

• Must be located in the U.S. (excluding Hawaii and Alaska).
• 3 years of related experience in a customer service role.
• Basic knowledge of technical support systems and applications, such as Intercom.
• Excellent written and verbal English skills.
• Ability to work Monday through Friday, 12:00 PM to 8:00 PM EST.
• Must be legally authorized to work in the US without visa sponsorship.

Nice to have

• Background in Boutique Fitness or experience with gym management software.

Culture & Benefits

• Paid Parental Leave benefit programs.
• GiveBackDays: 3 extra days off per year to volunteer in the local community.
• Access to free mental health support.
• Flexible working arrangements.
• Dedication to Diversity & Inclusion through mentorship and a D&I Council.