Customer Support Specialist, Enrollments

Rippling is a company that provides a comprehensive platform for managing HR, IT, and Finance. The Customer Support Specialist will assist customers in optimizing their use of Rippling's services, ensuring compliance with various benefit plans, and delivering exceptional service to enhance customer satisfaction.ResponsibilitiesHelp our customers optimize Rippling to administer group health and welfare plans, including, but not limited to, Health, Life, Dental, Vision, Leaves Administration, and Disability Insurance. Ensures benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal lawsBecome a product expert - Maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleaguesTake charge of customer issues from start to finish, while working in a dynamic and fast-paced environmentRespond promptly and professionally to customer inquiries via email, chat, or video conferencingResolve product or service issues by understanding the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution. Document and track customer interactions, transactions, comments, and complaints using the company's CRM systemGather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services. Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information to customersWork well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are metDeliver exceptional service and ensure customer satisfaction by going the extra mile in every interactionSkillsBachelor's degree1-4 years of customer support experience in the US benefits domainDemonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detailTime management skills and ability to prioritizeExcellent communication skills, both written and verbal (in English)Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PSTCompany OverviewRippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.rippling.com.