Customer Support Associate (SaaS)

TL;DR

Customer Support Associate (SaaS): Providing technical support and guidance to users of construction software via chat, email, and phone with an accent on troubleshooting technical issues and improving customer experience. Focus on resolving product usage queries, onboarding users, and collaborating with engineering teams to surface product feedback.

Location: Hybrid (Denver, CO, USA)

Salary: $38,500–$68,970

Company

hirify.global is a global leader in software for innovators, helping transform the construction, manufacturing, and media industries.

What you will do

• Support customers via live chat, email, and phone, handling troubleshooting, onboarding, and subscription inquiries.
• Document technical issues and log tickets with accurate data to provide a full record of resolution.
• Collaborate with Sales, Customer Success, Engineering, and Finance teams to advocate for the voice of the customer.
• Communicate customer sentiment and critical product feedback to Tier 2 technical teams and leadership.
• Contribute to support-related projects to improve internal team efficiency and processes.

Requirements

• 1+ years of experience in Customer Support within a SaaS environment.
• Must be based in Denver, CO, USA.
• Proven experience troubleshooting iOS, Android, and Windows platforms.
• Proficiency with cloud-based software such as Microsoft Suite and OneDrive.
• Strong verbal and written communication skills with a patient and professional demeanor.

Culture & Benefits

• Comprehensive health and financial benefits package for U.S. employees.
• Hybrid work model providing work-from-home opportunities.
• Inclusive workplace culture focused on diversity, belonging, and equal opportunity.
• Environment that promotes core values of courage, accountability, and smart problem-solving.