Rival is the intelligent Talent Acquisition engine powering stable agility for HR teams. Our suite of recruiting, onboarding, learning, and performance products is architected for agility, optimized with automation, and designed to scale and adapt to our customer's evolving needs.

Our Customer Support team is seeking a Customer Support Specialist to provide exceptional service to our customers by resolving technical issues and product functionality inquiries via multiple communication channels to ensure the successful use of our solutions and a high level of customer satisfaction, creating value-based relationships through proactive customer care approaches.

Your contributions to Rival will include:

• Providing exceptional experiences with every customer interaction by communicating with empathy and ensuring every service request is handled professionally.
• Providing telephone, email, and chat support to internal and external customers.
• Investigating, diagnosing, and assessing technical problems reported by customers.
• Managing and documenting assigned cases, including internal and external communications.
• Documenting all customer interactions in our Customer Relationship Management (CRM) system.
• Collaborating with Engineering, Development, Security and/or Operations teams to diagnose problems and identify corrective actions for customers.
• Understanding and assessing customer-reported issues to determine prioritization and steps to replicate issues utilizing appropriate test environments.
• Learning, understanding, maintaining, and contributing to internal support processes.
• Maintaining strong adherence to Service Level Agreements.
• Reviewing and updating knowledge base and technical support documentation to reflect current technical information on products.
• Participating in special projects as assigned.