Customer Support Technology Specialist

GoodRx is seeking a Customer Support Technology Specialist dedicated to administering customer support tools. 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.

Requirements

• 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
• 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
• Manage end to end onboarding/offboarding of customer support agents
• 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
• 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

Benefits

• medical, dental, and vision insurance
• 401(k) with a company match
• an ESPP
• 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