Technical Support Specialist, Platform

Rippling is seeking a Technical Support Specialist, Platform for an onsite role in Washington, DC. This position offers an hourly rate of USD 20 - 23 per hour and equity as part of the benefits package. You will own customer issues from first contact to resolution, keep product knowledge current, and guide both customers and teammates with clear, accurate information. You will collaborate with Product and Engineering to share insights and help drive product improvements.

Responsibilities

• Maintain a deep, up-to-date understanding of the Rippling platform to provide accurate guidance to customers and teammates
• Own customer issues from initial contact to final resolution in a fast-paced setting
• Respond promptly and professionally to inquiries via email, chat, or video
• Diagnose and resolve product or service issues by assessing the complaint, identifying the root cause, recommending and explaining the best solution, and following up to confirm resolution
• Document and track interactions, transactions, notes, and complaints in the CRM system
• Collect customer feedback and share insights with Product and Engineering to inform product improvements
• Stay current with company policies, procedures, and product updates to provide consistent information
• Operate effectively under time constraints and deadlines to meet client needs
• Deliver exceptional service and strive for high customer satisfaction in every interaction

Requirements

• Bachelor’s degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or other quantitative fields, or relevant work experience
• 1-4 years of customer support experience in a technical support environment
• Flexibility to adapt to changing duties and responsibilities
• Strong organizational skills and a track record of process improvement
• Excellent written and verbal communication in English within a technical environment
• Residency in a Pacific or Mountain time zone state with the ability to work a shift from 9 am to 6 pm Pacific Time

Technologies

• Slack
• Microsoft 365
• CRM system

Benefits

• Equity