About this role
Hyper-Reach, a leading provider of emergency and mass notification technology, is seeking a Customer Support Representative to join our team. The ideal candidate will have strong written and spoken communication skills in English and be able to provide high-quality support to clients using our platform.
You will be responsible for assisting customers with technical and operational inquiries, managing support tickets through Jira Service Desk, and providing backup support for training and customer retention activities. This role requires a combination of technical aptitude, problem-solving skills, and a customer-first mindset.
Key Responsibilities
- Learn and maintain a deep understanding of the Hyper-Reach notification system, including its features, functions, and configurations.
- Respond promptly and professionally to client questions via email, phone, or ticketing system.
- Handle difficult or escalated customer situations with empathy, professionalism, and sound judgment.
- Manage, track, and resolve client issues in Jira Service Desk, ensuring accurate documentation of all interactions.
- Collaborate with internal teams (Engineering, Product, and Customer Support team) to ensure timely resolution of client issues.
- Learn and follow all company policies, procedures, and security protocols related to customer support and data handling.
- Serve as a backup resource for training activities: assisting in onboarding new clients and delivering system usage guidance when required.
- Serve as a backup resource for customer retention activities: proactively reaching out to clients to discover and assist with any open issues.
- Identify recurring issues and provide feedback to improve documentation, training materials, or product functionality.
Qualifications
- Fluent written and spoken English communication skills are required.
- Prior experience using Jira Service Desk (or similar ticketing system) preferred.
- 1–3 years of experience in technical support, customer service, or software helpdesk roles.
- Strong analytical and troubleshooting skills with a proactive, customer-oriented approach.
- Ability to manage multiple tasks and maintain professionalism under pressure.
- High attention to detail and ability to follow procedures accurately.
- Knowledge of SaaS, emergency management, or communication systems is a plus.
Work Environment
- This position is 100% remote.
- Collaboration with global teams and customers in various time zones. Primary working hours are in the Eastern United States time zone.
Other facts
About Valsoft Corporation
As a leading player in vertical market software (VMS), Valsoft combines industry expertise with a unique buy-and-hold investment philosophy, managing a growing portfolio of companies that benefit from decentralized leadership and operational autonomy. We actively support our businesses, guiding them in their growth and evolution into market leaders.
Headquartered in Montreal with a global presence, Valsoft is committed to building a legacy of excellence by prioritizing sustainable growth and operational efficiency. Our long-term vision, driven by entrepreneurial spirit and disciplined execution, ensures we create lasting value for our portfolio companies, their customers, and the industries they serve. For more information, visit valsoftcorp.com.
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En tant qu'acteur de premier plan dans le domaine des logiciels pour marchés verticaux (LMV), Valsoft allie expertise sectorielle et une philosophie d'investissement unique axée sur l'acquisition et la conservation. Nous gérons un portefeuille croissant d'entreprises qui bénéficient d'un leadership décentralisé et d'une autonomie opérationnelle. Nous soutenons activement nos entreprises en les accompagnant dans leur croissance et leur évolution en leaders de leur secteur.
Basée à Montréal et présente à l'échelle mondiale, Valsoft s'engage à bâtir un héritage d'excellence en priorisant la croissance durable et l'efficacité opérationnelle. Notre vision à long terme, portée par un esprit entrepreneurial et une exécution rigoureuse, nous permet de créer une valeur durable pour nos entreprises, leurs clients et les industries qu'elles desservent. Pour plus d'informations, visitez valsoftcorp.com.
What you'll do
- The Customer Support Representative will assist customers with technical and operational inquiries and manage support tickets through Jira Service Desk. They will also provide backup support for training and customer retention activities.
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