XTN-36ED386 | CUSTOMER SUPPORT COORDINATOR

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, reduce customer friction with the product. 

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

What you do:

• Process Improvement: Provides feedback on processes and tools to improve support experience. Links, Creates, edits, and improves Knowledge Base documentation for internal consideration.
• Team Collaboration: Work closely with the Support team and contacts on other teams to quickly assign cases and clearly communicate the plan of action
• Work Prioritization: Use best judgment and business acumen to prioritize work either directly from clients or as submitted from other team members based on priorities, individuals' bandwidth, and specified guidelines.
• Problem Solving: Identify key issues and patterns from partial/conflicting data. Share trends and patterns with the team.

Day in the life:

• Triage client requests by reviewing and updating cases, assigning to appropriate person or queue
• Troubleshoot basic requests and delegates to next tier as appropriate
• Deliver excellent client service with empathetic and professional communication
• Provide timely and accurate solutions to client requests
• Maintain accurate case records by documenting all interactions and resolution steps and updating case fields

• 1+ years of experience in a support coordinator or similar role
• Intermediate technical knowledge, foundational understanding of computer technologies such as SFDC
• Strong organization skills and attention to detail

• Salesforce experience
• Customer and Technical Support background