Customer Support Specialist - Platform

You will be joining Rippling's Customer Support team, a dedicated group of professionals committed to ensuring a seamless experience for customers using the robust Finance, HR, and IT platform. The team provides expert guidance and swift resolutions to technical challenges or inquiries. At Rippling, you will be part of a diverse and collaborative environment that encourages problem-solving, continuous learning, and innovation to enhance customer satisfaction. The company is committed to personal and professional growth, offering ongoing training and development opportunities to stay up-to-date with the latest features and updates in the platform. Role Overview: - Become a product expert to provide accurate information and assistance to customers and colleagues. - Take ownership of customer issues from start to finish 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 complaints, determining causes, explaining solutions, and ensuring resolution. - Document and track customer interactions, transactions, comments, and complaints using the company's CRM system. - Gather customer feedback and collaborate with Product and Engineering teams to improve products and services. - Stay updated on company policies, procedures, and product updates to provide consistent information to customers. - Work efficiently under time constraints and meet schedules to fulfill client needs promptly. - Provide exceptional service and ensure customer satisfaction by going the extra mile in every interaction. Qualifications Required: - Bachelors degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or relevant work experience strongly preferred. - 1-4 years of customer support experience in a Technical Support domain. - Flexibility in adapting to changing job duties and responsibilities. - Strong organizational skills and experience in process improvement. - Excellent written and verbal communication skills in English in a technical environment. - Experience in, or open to, working night shifts from 6:30 PM IST to 7:00 AM IST (any 9-hour shift). At Rippling, you can expect competitive compensation, benefits, and equity. The company values diversity and inclusivity in the workforce, promoting a collaborative work environment. Rippling is an equal opportunity employer committed to providing reasonable accommodations for candidates with disabilities during the hiring process. For office-based employees, working in the office at least three days a week is considered essential to foster a collaborative work environment and company culture. Please note: US-based employees' salaries will be aligned with specific ranges based on location. For more information on salary tiers, please refer to the Rippling website. You will be joining Rippling's Customer Support team, a dedicated group of professionals committed to ensuring a seamless experience for customers using the robust Finance, HR, and IT platform. The team provides expert guidance and swift resolutions to technical challenges or inquiries. At Rippling, you will be part of a diverse and collaborative environment that encourages problem-solving, continuous learning, and innovation to enhance customer satisfaction. The company is committed to personal and professional growth, offering ongoing training and development opportunities to stay up-to-date with the latest features and updates in the platform. Role Overview: - Become a product expert to provide accurate information and assistance to customers and colleagues. - Take ownership of customer issues from start to finish 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 complaints, determining causes, explaining solutions, and ensuring resolution. - Document and track customer interactions, transactions, comments, and complaints using the company's CRM system. - Gather customer feedback and collaborate with Product and Engineering teams to improve products and services. - Stay updated on company policies, procedures, and product updates to provide consistent information to customers. - Work efficiently under time constraints and meet schedules to fulfill client needs promptly. - Provide exceptional service and ensure customer satisfaction by going the extra mile in every interaction. Qualifications Required: - Bachelors degree in Math, Analytics, Data Science, Economics, Statistics, Computer Science, Engineering, or relevant work experience strongly preferred. - 1-4 years of customer support experience in a Technical Support domain. - Flexibility in adapting to changing job duties and responsibilities. - Strong organizational skills and experience in process improvement. - Excellent written an