[Remote] Technical Support Specialist, Platform

Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified platform for HR, IT, and Finance management. The Technical Support Specialist will ensure customers have a seamless experience by addressing technical challenges, providing expert guidance, and maintaining high product knowledge to resolve inquiries effectively.

Responsibilities

• 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

Skills

• 1-3 years of work experience
• Ability to work a shift between the hours of 9-5:30 PST
• Demonstrated experience in problem-solving with attention to detail
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal
• Bachelor's degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or other quantitative fields or relevant work experience strongly preferred

Benefits

• Competitive salary
• Benefits
• Equity

Company Overview

Company H1B Sponsorship