Customer Support Specialist - Platform
Provides technical customer support for Rippling’s Finance, HR, and IT platform by diagnosing issues, guiding customers to resolution, documenting interactions, and sharing product feedback. Requires 1–4 years of technical support experience, strong communication skills, and night-shift availability.
About the job
Responsibilities
- Maintain expert product knowledge to provide accurate information and assistance to customers and colleagues.
- Own customer issues from start to finish in a fast-paced environment.
- Respond professionally to inquiries through email, chat, and video conferencing.
- Diagnose product or service issues, explain solutions, and follow up to ensure resolution.
- Document and track customer interactions, transactions, comments, and complaints in the CRM system.
- Gather customer feedback and share insights with Product and Engineering teams.
- Stay current on company policies, procedures, and product updates.
- Meet schedules and work effectively under time constraints and unexpected deadlines.
- Deliver exceptional service and customer satisfaction.
Requirements
- Bachelor's degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or another quantitative field, or relevant work experience strongly preferred.
- 1–4 years of customer support experience in a technical support domain.
- Flexibility to adapt to changing duties and responsibilities.
- Strong organizational and process-improvement skills.
- Excellent written and verbal communication skills in English within a technical environment.
- Willingness and ability to work night shifts: 6:30 PM IST–7:00 AM IST, with any 9-hour shift.
Compensation and Benefits
- Competitive salary, benefits, and equity.
Skills
Customer Support, Technical Support, CRM, Product Knowledge, Process Improvement, Written Communication, Verbal Communication, Email, Chat, Video Conferencing
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