SaaS Technical Support Specialist (APIs & Payroll)

Rippling

Los Angeles (CA)

On-site

USD 30,000 - 33,000

Full time

3 days ago

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Job summary

Rippling is seeking a technically minded Customer Support specialist to help customers navigate our Finance, HR, and IT platform. You will become a product expert, resolve issues from start to finish, and respond promptly via email, chat, or video.

The ideal candidate has 2+ years of SaaS support experience, hands-on with APIs and integrations, and a basic understanding of accounting concepts. You’ll diagnose issues, document interactions, and collaborate with Product and Engineering to improve

Qualifications

2+ years of technical customer support experience in a SaaS business.
Hands-on experience with APIs, integrations, or payroll processes.
Basic understanding of accounting concepts such as journal entries, chart of accounts, and GL mapping.
Experience diagnosing integration failures including sync errors and data mapping issues.
Demonstrated problem-solving and troubleshooting skills with strong attention to detail.

Responsibilities

Become a product expert, maintain a high level of product knowledge to provide accurate information and assistance to both customers and your colleagues.
Take charge of customer issues from start to finish, while working in a dynamic and fast-paced environment.
Respond promptly and professionally to customer inquiries via email, chat, or video conferencing.
Resolve 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.
Troubleshoot accounting integration failures including GL sync errors, journal entry issues, and API connectivity problems.
Document and track customer interactions, transactions, comments, and complaints using the company's CRM system.
Gather 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 customers.
Work well under time constraints and meet schedules, including unexpected deadlines, to ensure client needs are met.
Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction.