Client Help Desk Representative (SaaS)

Location: United States (Remote). Primarily performed from a remote home-office environment; reliable high-speed internet, cellular coverage, and a quiet workspace are required. Occasional travel of up to 10% may be required.

Salary: $18.30–$22.00 per hour, plus eligibility for an annual discretionary bonus.

Company

hirify.global operates a B2B e-commerce marketplace platform for surplus assets, supporting corporate and government sellers and qualified buyers.

What you will do

• Provide telephone, email, and online chat support to clients and internal stakeholders.
• Resolve complex account, marketplace, operational, listing, auction, reporting, and system-related issues.
• Investigate root causes, prioritize support requests, escalate issues, and coordinate resolutions with Product, IT, Operations, Finance, Account Management, and Customer Service.
• Train clients on marketplace tools, best practices, and system functionality while documenting interactions in CRM systems.
• Process account-related requests, including price adjustments, bid awards, credit reversals, pickup reversals, and sales tax removals.
• Identify recurring issues, improve workflows and support practices, maintain documentation, and participate in quality assurance and system enhancement testing.

Requirements

• At least four years of customer service, client support, account support, help desk, or operational support experience.
• Associate degree in communications, business, or a related field, or an equivalent combination of education and experience.
• Strong customer service, relationship management, troubleshooting, analytical, problem-solving, communication, organizational, and prioritization skills.
• Proficiency with Microsoft Office, CRM systems, and support ticketing platforms.
• Ability to work independently, exercise sound judgment, manage complex issues, and collaborate across departments.
• Residence in the United States with reliable high-speed internet and cellular phone coverage is required.

Nice to have

• Experience supporting web-based applications, SaaS platforms, online marketplaces, or technology-enabled services.
• Bachelor’s degree.

Culture & Benefits

• Remote home-office work environment with video, phone, and electronic communication.
• Healthcare coverage, including medical, dental, vision, prescription drugs, and FSAs.
• 401(k) plan, paid time off, holidays, and paid parental leave.
• Life and disability insurance and an employee assistance program.
• Professional development and tuition assistance.