Customer Support Specialist - Payroll at Rippling · Bengaluru (Bangalore) · 1 - 5 years · ₹6L - ₹9L / yr · Profitable · Posted 19 Jun 2023
About Rippling
Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform.
By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take onboarding, for example. With Rippling, you can just click a button and set up a new employees’ payroll, health insurance, work computer, and third-party apps—like Slack, Zoom, and Office 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.2B from the world's top investors—including Kleiner Perkins, Founders Fund, Sequoia, Bedrock, and Greenoaks—and was named one of America's best startup employers by Forbes (#12 out of 500).
About the role
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements.
If you are the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment - you have what it takes!
What you will do
- Take charge of payroll issues for customers from start to finish - while working in a dynamic and fast-paced environment
- Leverage chat, email, and video conferencing functionality to help our customers optimize Rippling to administer payroll processing, quarterly/yearly taxation & filings, and banking & payments inquiries
- De-escalate and resolve issues by leveraging platform and industry expertise
- Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s payroll needs are met
- Build mental muscle and become a product expert - you'll be a go-to resource for both customers and coworkers
- Interact with cross-functional teams to identify areas where we can better serve our customer base through automation or added features
What you will need
- Bachelor's degree or equivalent work experience
- Ability to work 6:30 PM IST, 5:30 AM IST
- Demonstrated experience problem-solving with attention to detail
- Organizational skills and experience improving processes
- Written and verbal communication skills
- Flexibility with changing job duties and responsibilities
- Time management skills and ability to prioritize
- Nice to have (not required): Bilingual in French-English
Shubham Vishwakarma
Full Stack Developer - Averlon
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Key Responsibilities:
- Handle customer queries related to US Payroll, pay runs, tax calculations, direct deposits, and payroll corrections.
- Resolve complex and time-sensitive payroll issues within defined SLAs.
- Provide clear, professional, and empathetic communication to customers.
- Handle escalations and ensure timely resolution of critical payroll issues.
- Maintain accuracy and compliance while handling sensitive payroll information.
- Monitor customer interactions and identify recurring issues for process improvement.
- Support queue management, workflow efficiency, and daily operational requirements.
- Conduct root-cause analysis and contribute to corrective actions.
- Maintain required quality, productivity, and customer service standards.
Required Qualifications:
- Graduation is mandatory.
- Minimum 2 years of relevant experience.
- US Payroll experience is mandatory.
- International Voice experience is mandatory.
- Good verbal and written communication skills.
- Comfortable working in US shifts.
- Comfortable with a one-way cab facility.
- PF registration with the previous organization is mandatory.
- Domestic Voice experience will not be considered.
Preferred Skills:
- Knowledge of US Payroll processes and payroll compliance.
- Experience with payroll platforms such as ADP, Gusto, Paychex, or QuickBooks Payroll.
- Strong escalation-handling and problem-solving skills.
- Experience in a customer service or financial process environment.
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Full Stack Developer - Averlon