Customer Support Technology Specialist

GoodRx • Seattle, WA

1d • $89,000 - $179,000

About The Position

GoodRx is seeking a Customer Support Technology Specialist dedicated to administering customer support tools both for the customer support organization and BPO vendor. This includes ensuring call center agents are onboarded and offboarded in a timely manner, and receive access to all tools enabling them to provide best in class customer service. You will stitch together business and agent requirements and implement scalable solutions by collaborating with multiple internal and external teams. You will have a deep understanding of customer support tools like Zendesk, Talkdesk, IVR systems. You will be able to build and deploy call flows, chat flows, new features and functionalities to drive efficiency for the customer support group. You excel at understanding business requirements and translating them into technical solutions which enables execution at a fast pace. You are able to resolve issues and make recommendations on best practices for customer support platforms. You will take ownership of troubleshooting issues within the platforms by collaborating with internal & external technical teams. You are passionate, energetic, and driven, with the ability to bring innovative ideas, analytical thinking, and a strong desire for execution.

Requirements

• Bachelor’s Degree in engineering, math, computer science, information technology or related discipline
• 2+ years experience as customer support technology and operations specialist in a high-growth environment.
• Demonstrated track record spearheading successful cross-functional initiatives.
• Experience working with BPO vendors.
• Experience with multiple customer service channels including call center, social media, chat, phone, email, and CRM operations.
• Expertise in Zendesk & Talkdesk platforms
• Experience with business and efficiency tools like Jira
• Experience with CSAT and chatbot tools
• Experience with SQL, writing queries, joining tables, aggregating data sets for investigation and validation of data across multiple systems
• Experience with APIs is preferred
• Exceptional writing and editing skills; strong interpersonal communication, organizational, and time management skills.
• Excellent communication and organization skills with proven ability to grow relationships with key partners
• Comfortable leading initiatives independently with minimal supervision.
• Must be detail oriented with an eye for overall user experience
• Engineering teams are responsible for supporting appropriate security controls, including management, operational, and technical controls in addition to general GoodRx best practices, such as reading and adhering to the security policies and procedures, being vigilant and observant of potential security threats, etc.

Nice To Haves

• Experience with Redshift or other enterprise level database is preferred
• Certification in Zendesk and/or Talkdesk is preferred

Responsibilities

• Serve as the internal resident expert on tooling standards and platforms used by the customer support team and BPO managed call center
• Perform hands-on technical tasks for the customer support tech stack which includes Zendesk, TalkDesk, Lessonly, Chargedesk and other internal tools.
• Assume ownership of administration, configuration and optimization of call center agent facing tools.
• Maintain ticketing and reporting workflows to support internal and external customer support and operations teams.
• Configure automations, triggers, macros, routing rules, IVR and user roles across call center tools.
• Develop and implement new features and troubleshoot issues across customer support tools.
• Develop and implement agent provisioning/deprovisioning processes and best practices.
• Manage end to end onboarding/offboarding of customer support agents.
• Provision/deprovision system access, licenses, permissions and ensure role based access controls are set up to remain compliant with security policies.
• Unlock new features, technologies and capabilities to enhance customer service experience and drive efficiency.
• Translate customer support strategy and requirements into solution blueprint
• Troubleshoot and perform root cause analysis for issues and recommend strategic improvements that align with our customer support strategies.
• Proactively identify data discrepancies and conduct root cause analysis to resolve data issues.
• Provide technical guidance and troubleshooting support to BPO administrators and supervisors.
• Collaborate with customer support, product, engineering and help desk teams to determine scalable solutions and streamline processes.
• Follow the quality assurance process to ensure that new features and flows are implemented in an error free manner and that the user experience is optimal.
• Lead intake, prioritization process, gather requirements, and tackle challenges collaboratively with stakeholders for seamless solutions.
• Contribute to the customer support technology roadmap.
• Develop technical expertise in broader Customer Marketing Experience tools used by the team.
• Partner closely with multiple teams and leaders, including PA, CRM, Product, Engineering, and BPO vendors to implement and maintain customer support tools that enable high-quality, scalable support experiences.

Benefits

• GoodRx also offers additional compensation programs such as annual cash bonuses or commission, and annual equity grants for most positions as well as generous benefits.
• Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave.
• GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level