Customer Support Analyst I

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. What You'll Do As a support team member your role is to provide post-sale product and client support services to our customers, including troubleshooting, problem resolution, and maintenance. You respond to customer questions regarding operation and malfunctions, advise customers on preventative maintenance and configuration adjustments to improve product performance, and you work closely with our software developers to resolve issues. The role also provides supplemental testing for new SaaS releases on an as-needed basis. As a member of the support team, you will provide support to our clients through multiple methods, including coordinating with Client Managers (CM's), Engineers, Developers, and Product Managers. An ability to quickly master the complexities of the MarketPay and/or Payfactors system is important to this role. 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  What We're Looking For 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  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 annually. Unused leave are monetized. HMO Coverage +1 dependent Fixed work schedule, Monday through Friday 10pm-7am Manila Equal Opportunity Employer: We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. If you have a disability or impairment and need assistance with the application process, please email [email protected] for support. Fraud Alert: Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email [email protected]