Technical Support Agent, Tier 1

TL;DR

Technical Support Agent, Tier 1 (SaaS/Payments): Troubleshooting technical application issues for digital insurance payment products and supporting customers through phone, email, and chat with an accent on case management, investigation, and clear technical communication. Focus on resolving complex customer issues, gathering business and technical requirements, and escalating difficult cases while participating in an after-hours on-call rotation.

Location: US Remote

Salary: $29–$31 USD per hour

Company

hirify.global provides a digital payments platform that enables insurers to process premiums and claims payments through integrated digital communications and electronic payment services.

What you will do

• Communicate with customers and manage open technical support cases.
• Troubleshoot application issues and answer product-related support questions.
• Create, update, and close tickets in the CRM system.
• Investigate bugs, change requests, and feature requests by gathering business and technical requirements.
• Escalate complex or difficult cases to Tier II support, managers, or other internal resources.
• Create and review knowledge base articles and participate in an on-call rotation approximately once every 4–5 weeks.

Requirements

• At least 2 years of technical support or equivalent software application experience, or a bachelor’s degree in Computer Science, Information Systems, or a related field.
• Experience in a similar technical support role.
• Strong attention to detail, investigative and analytical skills, and time management.
• Excellent written and verbal communication and customer service skills.
• Ability to prioritize and multitask in a deadline-driven environment.
• Availability to work weekends and holidays as needed.

Nice to have

• B2B external customer support or SaaS support experience.
• Insurance or payments industry experience, especially with policy or agency management systems.
• Exposure to PCI compliance standards and software development lifecycles.
• Experience with Salesforce, JIRA, or Aha.

Culture & Benefits

• Remote work within the United States.
• Medical, dental, and vision insurance.
• 401(k) plan.
• Support for work-life balance and internal career development.
• Collaborative work across functional and geographic boundaries.