GoodRx is the leading prescription savings platform in the U.S. Trusted by more than 25 million consumers and 750,000 healthcare professionals annually, GoodRx provides access to savings and affordability options for generic and brand-name medications at more than 70,000 pharmacies nationwide, as well as comprehensive healthcare research and information. Since 2011, GoodRx has helped consumers save nearly $75 billion on the cost of their prescriptions.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

About The Role

GoodRx is seeking a Customer Support Technology Specialist dedicated to administering customer support tools both for the customer support organization and BPO vendor. 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. You will stitch together business and agent requirements and implement scalable solutions by collaborating with multiple internal and external teams. You will have a deep understanding of customer support tools like Zendesk, Talkdesk, IVR systems. You will be able to build and deploy call flows, chat flows, new features and functionalities to drive efficiency for the customer support group. You excel at understanding business requirements and translating them into technical solutions which enables execution at a fast pace. You are able to resolve issues and make recommendations on best practices for customer support platforms. You will take ownership of troubleshooting issues within the platforms by collaborating with internal & external technical teams. You are passionate, energetic, and driven, with the ability to bring innovative ideas, analytical thinking, and a strong desire for execution.

Responsibilities

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 which includes Zendesk, TalkDesk, Lessonly, Chargedesk and other internal tools.
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.
Develop and implement agent provisioning/deprovisioning processes and best practices.
Manage end to end onboarding/offboarding of customer support agents.
Provision/deprovision system access, licenses, permissions and ensure role based access controls are set up to remain compliant with security policies.
Unlock new features, technologies and capabilities to enhance customer service experience and drive efficiency.
Translate customer support strategy and requirements into solution blueprint
Troubleshoot and perform root cause analysis for issues and recommend strategic improvements that align with our customer support strategies.
Proactively identify data discrepancies and conduct root cause analysis to resolve data issues.
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.
Follow the quality assurance process to ensure that new features and flows are implemented in an error free manner and that the user experience is optimal.
Lead intake, prioritization process, gather requirements, and tackle challenges collaboratively with stakeholders for seamless solutions.
Contribute to the customer support technology roadmap.
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 to implement and maintain customer support tools that enable high-quality, scalable support experiences.

Skills & Qualifications

Bachelor’s Degree in engineering, math, computer science, information technology or related discipline
2+ years experience as customer support technology and operations specialist in a high-growth environment.
Demonstrated track record spearheading successful cross-functional initiatives.
Experience working with BPO vendors.
Experience with multiple customer service channels including call center, social media, chat, phone, email, and CRM operations.
Expertise in Zendesk & Talkdesk platforms
Experience with business and efficiency tools like Jira
Experience with CSAT and chatbot tools
Experience with SQL, writing queries, joining tables, aggregating data sets for investigation and validation of data across multiple systems
Experience with APIs is preferred
Exceptional writing and editing skills; strong interpersonal communication, organizational, and time management skills.
Excellent communication and organization skills with proven ability to grow relationships with key partners
Comfortable leading initiatives independently with minimal supervision.
Must be detail oriented with an eye for overall user experience
Experience with Redshift or other enterprise level database is preferred
Certification in Zendesk and/or Talkdesk is preferred

Engineering teams are responsible for supporting appropriate security controls, including management, operational, and technical controls in addition to general GoodRx best practices, such as reading and adhering to the security policies and procedures, being vigilant and observant of potential security threats, etc.

At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.

San Francisco And Seattle Offices

$119,000.00 - $179,000.00

New York Office

$109,000.00 - $164,000.00

Santa Monica Office

$99,000.00 - $149,000.00

Other Office Locations:

$89,000.00 - $134,000.00

GoodRx also offers additional compensation programs such as annual cash bonuses or commission, and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like 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, and more!

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, individuals with disabilities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!

GoodRx is committed to providing reasonable accommodations for candidates with disabilities during our recruiting process. If you need any assistance or accommodations due to a disability, please reach out to us at accommodations@goodrx.com.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @goodrx.com or goodrx@myworkday.com addresses.

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a tele-health marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.

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Customer Support Technology Specialist