Customer Support Technology Specialist
GoodRx · United States
- Hybrid
- Full-time
- $119,000 / year
- United States
Job highlights
- Administer customer support tools and BPO vendors.
- Ensure timely agent onboarding and tool access.
- Implement scalable solutions with internal/external teams.
- Build and deploy call/chat flows and new features.
- Troubleshoot issues and recommend best practices.
About the role
About The Role
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.
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.
Skills & Qualifications
- 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
- Experience with Redshift or other enterprise level database is preferred
- Certification in Zendesk and/or Talkdesk is preferred
Key Skills/Competency
- Customer Support Technology Specialist
- Zendesk
- Talkdesk
- IVR Systems
- SQL
- API
- Jira
- Troubleshooting
- Process Improvement
- Cross-functional Collaboration
Skills & topics
- Customer Support
- Technology Specialist
- Zendesk
- Talkdesk
- SQL
- API
- Jira
- Troubleshooting
- Process Improvement
- BPO
- Call Center
- Operations
- IT
- Specialist
How to get hired
- Tailor your resume: Highlight experience with Zendesk, Talkdesk, SQL, and BPO vendor management to match the Customer Support Technology Specialist role.
- Showcase technical skills: Emphasize your ability to configure tools, build call flows, and troubleshoot complex issues.
- Quantify achievements: Use data to demonstrate your impact, such as improving efficiency or resolving a certain number of issues.
- Prepare for technical questions: Be ready to discuss your experience with SQL queries, API integrations, and specific customer support platforms.
- Demonstrate collaboration: Highlight examples of successful cross-functional initiatives and BPO vendor partnerships.
Technical preparation
Master Zendesk and Talkdesk administration.,Practice SQL queries for data analysis.,Familiarize yourself with API usage.,Understand IVR and call flow design.
Behavioral questions
Describe a time you improved a support process.,How do you handle cross-functional collaboration challenges?,Tell me about a complex technical issue you resolved.,How do you prioritize competing technical requests?
Frequently asked questions
- What are the key technical skills required for the Customer Support Technology Specialist role at GoodRx?
- The Customer Support Technology Specialist role at GoodRx requires expertise in platforms like Zendesk and Talkdesk, proficiency in SQL for data investigation, and experience with tools like Jira. Familiarity with APIs, IVR systems, and CSAT/chatbot tools is also highly valued. A Bachelor's degree in a related technical field is preferred.
- How does GoodRx approach remote work for a Customer Support Technology Specialist?
- The job description for the Customer Support Technology Specialist at GoodRx lists specific office locations with associated pay ranges, suggesting a preference for on-site or potentially hybrid work in those areas. While not explicitly stated as remote, candidates should inquire about work arrangement possibilities during the application process.
- What is the typical career growth path for a Customer Support Technology Specialist at GoodRx?
- As a Customer Support Technology Specialist at GoodRx, career growth can involve specializing further in specific support technologies, moving into broader customer experience roles, or potentially transitioning into product or engineering teams that support customer-facing tools. Contributing to the technology roadmap indicates opportunities for strategic influence.
- Can candidates without a specific degree but with relevant experience apply for the Customer Support Technology Specialist position at GoodRx?
- GoodRx encourages applications even if candidates don't meet 100% of the criteria. While a Bachelor's degree in engineering, math, computer science, or IT is listed, strong experience in customer support technology, operations, and relevant platforms like Zendesk and Talkdesk can make a candidate competitive.
- What kind of impact does a Customer Support Technology Specialist have at GoodRx?
- A Customer Support Technology Specialist at GoodRx has a significant impact by ensuring the customer support organization and BPO vendors have the tools and access needed to provide excellent service. They drive efficiency, implement new features, troubleshoot critical issues, and contribute to the overall customer support technology roadmap.