Technical Support Representative (SaaS)

Location: Colorado Springs, CO; hybrid work model with 3 days in the office and 2 days remote each week

Salary: $46,560–$55,114 per year

Company

hirify.global provides mobile apps, management software, and giving technology for organizations and communities. Its products support more than 10,000 customers and charitable giving workflows.

What you will do

• Own incoming customer requests through ticketing, live chat, phone, and email.
• Manage queue health and maintain target response times and customer satisfaction goals.
• Troubleshoot and resolve issues across the hirify.global SaaS platform from initial contact through final resolution.
• Assist with significant account changes and renewal handoffs.
• Escalate complex platform anomalies and route specialized inquiries to Customer Success or Implementation teams.
• Identify documentation gaps, update the knowledge base, and stay current with product deployments.

Requirements

• 2–3 years of experience in technical support, help desk, software support, or another client-facing support role.
• Functional ability to troubleshoot online software platforms and investigate root causes.
• Excellent written and verbal communication, attention to detail, and organizational skills.
• Ability to work autonomously, manage tasks effectively, and solve customer requests proactively.
• Ability to work for prolonged periods at a desk using a computer.

Nice to have

• Experience navigating CRM architectures such as Salesforce.

Culture & Benefits

• Hybrid schedule with three office days and two remote days each week.
• Employer-paid medical HDHP, dental, and vision premiums for employees.
• Medical PPO contribution for employees and medical, dental, and vision coverage contributions for dependents.
• 401(k) matching, 12 paid company holidays, volunteer time off, and paid parental and adoption leave.
• 15 days of PTO to start, increasing with tenure and seniority.
• Commitment to equal opportunity, diversity, inclusion, and reasonable accommodations.