Customer Solutions Specialist (Technical Support)

Location: Kuala Lumpur, Malaysia

Company

hirify.global provides a SaaS partnership management platform that helps businesses automate partnerships, manage partner ecosystems, and grow revenue.

What you will do

• Provide enterprise-level product support to customers and partners through chat and ticketing.
• Manage support cases from recording and tracking through resolution and timely follow-up.
• Diagnose and troubleshoot customer and system issues involving contracting logic, web tracking, user journeys, data analysis, and integrations.
• Create and maintain internal and external knowledge base documentation and promote support best practices.
• Become a platform expert, identify recurring customer challenges, and collaborate across departments on customer needs and product suggestions.

Requirements

• Bachelor’s degree or higher.
• Fluent English, spoken and written.
• Strong communication and interpersonal skills, including the ability to explain complex technical concepts clearly.
• Strong organization, time management, multitasking, adaptability, curiosity, and ability to work independently.
• Customer-focused approach, sense of responsibility, and willingness to advocate for client needs.
• Availability to work weekend and holiday shifts.

Nice to have

• Familiarity with APIs, FTP, HTML/CSS, and affiliate marketing.
• Four or more years of experience in customer technical support, SaaS, digital marketing, or service quality management.
• Proficiency in Word, Excel, PowerPoint, and other software, with strong document editing skills.

Culture & Benefits

• Responsible PTO policy and a flexible environment supporting work-life balance.
• Up to 12 fully covered therapy or coaching sessions per year, with additional dependent coverage.
• Monthly gym reimbursement.
• Free Coursera subscription and access to PXA courses.
• Paid parental leave: 26 weeks for the primary caregiver and 13 weeks for the secondary caregiver.
• Technology stipend for home-office setup and monthly internet allowance.