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Customer Support Technology Specialist
Company: GoodRx
Employment Type: Full-Time
Location: 100% Remote – USA (office options: NY, Seattle, SF)
Compensation: $89,000 – $179,000 (USD, location-based: SF/Seattle $119K-$179K, NYC $109K-$164K, Santa Monica $99K-$149K, Other $89K-$134K)
Category: Customer Success
Close date or Apply by date: Not disclosed
WHY THIS ROLE MADE THE CUT
Fully remote (no hybrid or office requirements)
Full-Time role
Job is listed on company site with a direct link to apply
Legitimate, established company
Posted within the last 14 days OR includes a clear deadline to apply
Clear salary range is disclosed
WHAT YOU'LL DO:
GoodRx is hiring a Customer Support Technology Specialist dedicated to administering customer support tools both for the customer support organization and BPO vendor ensuring call center agents are onboarded and offboarded in timely manner and receive access to all tools enabling them to provide best in class customer service. You'll serve as internal resident expert on tooling standards and platforms used by customer support team and BPO managed call center, perform hands-on technical tasks for 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, 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, manage end to end onboarding/offboarding of customer support agents, unlock new features, technologies and capabilities to enhance customer service experience and drive efficiency, and collaborate with customer support, product, engineering and help desk teams to determine scalable solutions and streamline processes.
WHAT YOU'LL NEED:
Bachelor's Degree in engineering, math, computer science, information technology or related discipline, 2+ years experience as customer support technology and operations specialist in 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, and exceptional writing and editing skills with strong interpersonal communication, organizational, and time management skills.
KEY WORDS TO INCLUDE IN YOUR RESUME/COVER LETTER IF YOU APPLY:
Customer support technology and operations (2+ years)
Zendesk and Talkdesk expertise
BPO vendor experience
SQL and data analysis
Call center tools and IVR systems
Jira and business efficiency tools
Agent onboarding/offboarding processes
Cross-functional collaboration
CSAT and chatbot tools
Zendesk/Talkdesk certification (preferred)
Keywords are suggested based on the language used in the employer's job description to help applicants align with automated screening systems.
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