Join an international meal card project as a Customer Service Representative. Handle inquiries and provide support in French while based in Braga, Portugal.
About the role
- Customer Support Technology Specialist at GoodRx managing customer support tools and workflows for efficient service delivery. Collaborating with various teams to implement innovative solutions to enhance customer experience.
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
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
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
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