Technical Support Specialist, Platform

Rippling is hiring an on-site Technical Support Specialist, Platform in Idaho, offering $20-$23 per hour to provide expert product guidance and end-to-end issue resolution while collaborating with Product and Engineering to improve the platform.

Responsibilities

• Develop and maintain deep product knowledge to provide precise information and guidance to customers and colleagues.
• Own customer issues from initial report through resolution in a fast-paced setting.
• Address inquiries promptly and professionally via email, chat, or video calls.
• Diagnose problems by hearing the customer's concern, identify root cause, recommend and explain optimal solutions, and confirm resolution through follow-up.
• Log and track interactions, transactions, notes, and complaints in the CRM system.
• Collect customer feedback and collaborate with Product and Engineering to relay insights for product and service improvements.
• Maintain current knowledge of policies, procedures, and product updates to deliver consistent information.
• Perform effectively under time constraints and shifting deadlines to meet client needs.
• Provide outstanding service to support customer satisfaction in every interaction.

Requirements

• Bachelor's degree in a quantitative field (for example math, analytics, data science, economics, statistics, computer science, engineering) or equivalent work experience is strongly preferred.
• 1 to 4 years in customer support within a technical support environment.
• Ability to adapt to shifting duties and responsibilities.
• Strong organizational skills and a track record of process improvement.
• Excellent written and verbal communication in English within a technical setting.
• Based in a Pacific or Mountain time zone state, able to work a shift from 9 am to 6 pm PST.

Benefits

• Equity