Customer Support Analyst I

Responsibilities

• Day-in-the-Life:
• As a Support Specialist, a typical day may include the following: 
• Primary focus on support cases 
• Delivering excellent client service with empathetic and professional communication  Providing timely and accurate solutions to client requests 
• Serving as the first line review of any item submitted via Tech Support or Contact Us links Investigating issues by collaborating with other internal resources when a solution is not readily available 
• Researching and resolving issues where possible and coordinating communication with the client contact to close the tickets 
• Maintaining accurate case records by documenting all interactions and resolution steps and updating case fields 
• Acquiring a general understanding of all supported Payscale products 
• Engaging in continuous learning activities to further advance the level of support able to provide 

Requirements

• 1+ years of customer facing experience
• Associate degree in related field (preferred)
• Compensation background (preferred)
• Intermediate technical / product knowledge
• foundational understanding of computer technologies
• Strong organization skills 
• Ability to manage multiple deadlines and determine priorities
• Location
• Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person in our office for the moments that matter.
• In our hybrid model, employees can work from the location that works best for them when our team is not scheduled to be in the office.
• When you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:
• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.
• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.
• Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.
• Benefits and Perks
• All around awesome culture where together we strive to live our 5 values:
• Data informed decision making.
• Customer first. Always.
• Succeed together.
• Relentless about results. Obsessed with excellence.
• Lead the change. Shape the standard.
• An open and inclusive environment where you'll learn and grow through programs and resources like:
• Monthly company All Hands meetings
• Regular opportunities for executive leadership exposure through things like AMAs
• Access to continued learning & development opportunities
• Our commitment to a continuous feedback culture which allows us to drive performance and career growth
• A growing network of Employee Resource Groups
• Company sponsored volunteer hours
• And more!
• Our more standard benefits
• Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)
• 15 paid days of additional leave, credited up front upon regularization and refreshed an

Benefits

Additional Information

About Payscale Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions - Payfactors, Marketpay, and Paycycle - empower top companies in the U.S. and businesses like Cintas, Leidos, Chipotle, Brookdale Senior Living, Ohio State University, American Airlines, and TJX Companies. Create confidence in your compensation. Payscale. To learn more, visit www.payscale.com . Job Summary The Payscale Support Team ensures customers receive value from Payscale products by removing barriers and resolving technical issues. We are a bridge between engineering and the customer; we work with both to ensure the best outcomes in the moment of a customer issue, and in the long-term reducing customer friction with the product.

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