# Technical Support Specialist, Platform

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $42k – $48k/yr
**Experience:** 1+ years
**Skills:** Customer Support, Technical Support, CRM, Email Support, Chat Support, Video Conferencing, Product Knowledge, Process Improvement, Written Communication, Verbal Communication
**Posted:** 2025-12-08

> 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.

## Job Description

## 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

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**Canonical:** https://hotfix.jobs/jobs/1e51e61a-77c7-4fc7-bb1a-0c48e5d9b604