XTN-EB95862 | CUSTOMER SUPPORT ANALYST I

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 operations and malfunctions, advise customers on preventative maintenance and configuration adjustments to improve product performance, and 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 (CMs), Engineers, Developers, and Product Managers. An ability to quickly master the complexities of the Payfactors system is important to this role.

• Hybrid work set-up/3x on-site a month for regular employees
• 15 days PTO
• PH Holidays

• 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
• Scheduled 8-hour shifts with 1-hour lunch

• 1+ years of customer-facing experience (required)
• Associate degree in a 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 Tools:
• PayScale Products/Salesforce/Slack

As previously mentioned.