Customer Support Technology Specialist

TL;DR

Customer Support Technology Specialist: Administering and optimizing customer support tools like Zendesk, Talkdesk, and IVR systems with an accent on ensuring timely agent onboarding, tool access, and efficient workflows. Focus on translating business requirements into scalable technical solutions and troubleshooting platform issues.

Location: Multiple US office locations including CA HQ, NY Office, Seattle Office, SF Office, Santa Monica Office

Salary: $89,000–$179,000 (depending on office location)

Company

hirify.global is a leading prescription savings platform in the U.S., dedicated to helping Americans find convenient and affordable healthcare.

What you will do

• 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, including administration, configuration, and optimization of 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.
• Manage end-to-end onboarding/offboarding of customer support agents, provisioning/deprovisioning system access and ensuring role-based access controls.
• Collaborate with customer support, product, engineering, and help desk teams to determine scalable solutions and streamline processes.

Requirements

• Bachelor’s Degree in engineering, math, computer science, information technology or related discipline.
• 2+ years experience as a customer support technology and operations specialist in a high-growth environment.
• Expertise in Zendesk & Talkdesk platforms.
• Experience with multiple customer service channels including call center, social media, chat, phone, email, and CRM operations.
• Experience with SQL, writing queries, joining tables, and aggregating data sets for investigation and validation.
• Exceptional writing and editing skills; strong interpersonal communication, organizational, and time management skills.

Nice to have

• Experience with APIs.
• Experience with Redshift or other enterprise level database.
• Certification in Zendesk and/or Talkdesk.

Culture & Benefits

• Offers additional compensation programs such as annual cash bonuses, commission, and annual equity grants.
• Generous benefits including medical, dental, and vision insurance.
• 401(k) with a company match and an ESPP (Employee Stock Purchase Plan).
• Unlimited vacation, 13 paid holidays, and 72 hours of sick leave.
• Additional benefits like mental wellness, financial wellness programs, fertility benefits, generous parental leave, and pet insurance.
• Committed to growing and empowering a more inclusive community within the company and industry.