Technical Customer Support Representative (SaaS)

Location: Onsite in Pleasanton, California, United States

Salary: $24.00–$30.00 per hour, plus quarterly bonuses of up to 12%.

Company

hirify.global provides a SaaS platform with related hardware and tools for businesses in the health, beauty, and wellness industries.

What you will do

• Support the hirify.global web platform, associated hardware, and billing inquiries.
• Troubleshoot, resolve, document, replicate, and escalate customer issues through phone, chat, and email.
• Identify customer needs and recommend relevant hirify.global products and features to meet upsell and retention targets.
• Work within service-level goals and KPIs in a high-volume support center.
• Draft customer-facing support content and resources.
• Serve as a technical escalation point and help colleagues achieve team goals.

Requirements

• At least two years of front-line, high-volume support or call center experience.
• Expertise troubleshooting web applications, common browsers, and basic PC, Mac, iOS, and Android hardware issues.
• Experience supporting SaaS products and the ability to quickly master the hirify.global platform and hardware.
• Strong written and verbal communication skills, detailed case documentation abilities, and typing speed above 50 WPM.
• Ability to meet support metrics such as service level, ASA, and AHT.
• Availability for holidays, at least one weekend shift, and any eight-hour shift starting between 5:00 a.m. and 1:30 p.m.

Nice to have

• Experience with CRM tools such as Zendesk and IVR systems.
• Support experience in the health, beauty, or wellness industries.
• Save and retention experience in a support organization.
• Knowledge of HTML, XML, page-source troubleshooting, and widget code.

Culture & Benefits

• Collaborative, inclusive environment focused on innovation, learning, teamwork, and professional growth.
• 15 accrued vacation days and 10 company holidays annually.
• Healthcare, dental, and vision coverage, plus a 401(k) with 4% matching.
• Employee assistance, work-life programs, college assistance reimbursement, and LinkedIn Learning.
• Monthly reimbursements and stipends for hirify.global services, the onsite microkitchen, and other employee perks.
• Onsite gym, basketball court, and additional discounts through employee benefits programs.