Technical Support Specialist, Platform
Provide technical support for Rippling's HR, IT, and Finance platform. Handle customer issues via email, chat, and video, document interactions in CRM, and collaborate with Product and Engineering teams.
About the job
What you will do
- Become a product expert - maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues
- Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment
- Respond promptly and professionally to customer inquiries via email, chat, or video conferencing
- Resolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution
- Document and track customer interactions, transactions, comments, and complaints using the company's CRM system
- Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services
- Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customers
- Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met
- Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction
What you will need
- Bachelor’s degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or other quantitative fields or relevant work experience strongly preferred
- 1-4 years of customer support experience in a Technical Support domain
- Flexibility with changing job duties and responsibilities
- Organizational skills and experience improving processes
- Excellent communication skills, both written and verbal (in English) in a technical environment
- Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST
Skills
Customer Support, Technical Support, CRM, Email Support, Chat Support, Video Conferencing, Product Knowledge, Process Improvement, Written Communication, Verbal Communication
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