Note: The job is a remote job and is open to candidates in USA. Rippling is a workforce management platform that brings together HR, IT, and Finance systems in one place. The Customer Support Specialist, Time Off Support, will provide expert product guidance, resolve customer issues through multiple channels, document interactions, and collaborate with Product and Engineering teams to improve the customer experience.
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
- Bachelor's degree
- 1-4 years of customer support experience in a SaaS business
- Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail
- Time management skills and ability to prioritize
- Excellent communication skills, both written and verbal (in English)
- Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST
Benefits
- Ongoing training and development opportunities
- Opportunities for professional development
- May be eligible for bonuses, commissions, and/or equity, subject to applicable plan documents and company policy
- May be eligible to participate in the company's benefits programs, which may include medical, dental, vision, life insurance, retirement benefits, and/or paid time off, as determined by company policy
Company Overview
Company H1B Sponsorship