Customer Support Technology Specialist

Role Overview

• 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

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

Tech Stack

• Amazon Redshift
• SQL

Benefits

• Medical, dental, and vision insurance
• 401(k) with a company match
• Unlimited vacation
• 13 paid holidays
• 72 hours of sick leave
• 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