Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing exceptional support and service to ensure customer satisfaction and drive product adoption for hirify.global, SiteDocs, and Device Magic with an accent on technical troubleshooting and customer relationship management. Focus on resolving Zendesk tickets, conducting phone support, and creating digital forms to help customers achieve long-term success.

Location: Remote (Must be based in South Africa)

Company

hirify.global provides no-code software solutions for digital forms and data collection, including SiteDocs and Device Magic.

What you will do

• Manage and resolve customer inquiries via Zendesk tickets, email, and phone calls.
• Educate customers on using hirify.global, SiteDocs, and Device Magic to achieve their specific outcomes.
• Build digital forms and ensure all project due dates are met.
• Collect and document product feedback in Trello to drive product improvements.
• Maintain precise and efficient records of all customer interactions within the CRM.
• Collaborate with the Customer Experience team and Senior Support Specialists to optimize processes.

Requirements

• Must be based in South Africa.
• Proven experience in customer support or a relevant service-oriented role.
• Proficiency with iPads, tablets, smartphones, and mobile device applications.
• Excellent communication skills (verbal and written) with an ability to teach complex concepts.
• Strong problem-solving aptitude and a detail-oriented approach to processes.
• BA/BS degree (or equivalent) is strongly preferred.

Culture & Benefits

• Environment built on authentic relationships, kindness, honesty, and mutual respect.
• Collaborative culture that values interdependence and collective team success.
• Emphasis on continuous learning and agility in a fast-paced work environment.
• Data-driven approach to efficiency and decision-making.
• Commitment to professional growth and learning from mistakes.