Vacancy expired!
What You 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. Additionally, you will helpsolve complex problems; takes a new perspective using existing solutions. The role also provides supplemental testing for new SaaS releases on an as-needed basis. As a member of the support team,you willprovide 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 ofmultiple PayScale productsis important to this role.
Administrative support: triage client requests by reviewing and updating cases, assigning to appropriate person or queue
Deliver excellent client service with empathetic and professional communication
Investigate issues by collaborating with other internal resources when a solution is not readily available
Research and resolve issues where possible and coordinate communication with the client contact to close the tickets
Maintain accurate case records by documenting all interactions and resolution steps and updating case fields
Engage in continuous learning activities to further advance the level of support you provide
Become a software authority in the PayScale software applications andact as asubjectmatterexpert in one or more PayScale products
Act as the escalation point for support tickets not resolved by theSupportSpecialist team
Craft reports and generate metrics for reporting through Tableau, assist with web-based product training for customers, and coach new or less expert Product Support team members on products, ticketing system, and troubleshooting responsibilities.
Work with Engineering and Product team toidentify and resolve product defects
Engage on special projects related to customer support as needed
Ability to manage multiple deadlines and determine priorities
3+ years of customer facing experience (required)
BAin related field or equivalent work experience (required)
Strong technical / product knowledge, advanced understanding of computerand networktechnologies
Time Management:Proven organizational/time management skills with ability to prioritize tasks and initiatives in a fast-paced environment
Problem Solving:A self- starter with a love for problem solving, building innovative solutions, and an ability to see the “big picture”
Accountability:Desire to be responsible for an outcome and the ability to accept and apply mentoring and feedback
Communication:Strong verbal, written, and presentation skills with an ability to interact at all levels in an organization including staff, management, and executives
All around awesome culture where together we strive to:
As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:
Our more standard benefits include:
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.
