Customer Support Analyst I

Description

We are looking for a Customer Support Analyst to support our customers across the US and Canada for our market leading software. We support our customers in applying their business rules to our highly configurable cloud based system to support complex salary review and bonus processes and long term incentive awards in one unified platform allowing compensation recommendations to be made in line with appropriate governance, in an equitable, fair and risk-free way.

Key Responsibilities:

• Create a KCS article for each case worked
• Work in a small, international, collaborative team environment
• Build high levels of customer satisfaction through empathy, clear communication and subject matter expertise
• Take ownership and responsibility for customer issues, escalating as appropriate
• Work on a shared queue of cases to provide well documented, timely and accurate support to our customers
• Continuously improve Knowledge Base articles for internal and external audiences

Who are you?

• Proactive self-starter who can work independently and as part of a team
• Keen attention to detail
• Knowledge/experience of the compensation marketplace would be an advantage
• Strong interpersonal skills
• Strong analytical and problem solving skills
• Educated to degree level (preferably in Business/HR/Management)
• Positive individual with a drive to make things better!

In this role, you will:

• Take every opportunity to empower our customers to use Payscale software
• Build subject matter expertise in order to be an effective team member
• Support our wider Payscale teams in their customer service activities as needed
• Communicate clear solutions to our customers via case notes, email and video calls
• Maintain excellent standards of documentation on cases

Qualifications

• 1+ years experience in a customer facing role within software support
• Experience with technical product support, troubleshooting, customer support or implementation experience is a plus
• Experience with Salesforce or comparable CRM tool(s) preferred
• Problem solve complex client requests independently and collaboratively when required

Compensation

In the spirit of pay transparency, we are excited to share the base salary range for this position is $53,375 - $80,150 CAD, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of $5,720. If you are hired at Payscale, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider any internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

Company Description

Payscale is a company with a vision to change the world by empowering people and employers with the strategic power of compensation by delivering data, services, and software to get pay right.

As the industry leader in compensation management, Payscale is on a mission to help job seekers, employees, and businesses make sustainable fair pay a reality. Empowering more than 50% of the Fortune 500 in 198 countries, Payscale provides a combination of diverse and dynamic data sources, experienced compensation services, and scalable software to enable organizations to be informed about pay transparency, equity in the workplace and dramatically improve how their employees experience the benefits provided to them - mainly compensation! Pay is powerful. To learn more, visit www.payscale.com

• Voted Seattle’s and Boston’s best places to work according to Built In 2022.
• Voted one of Seattle’s companies with the best benefits according to Built In 2022.

Location

Payscale has an employee centric remote-first model, providing flexibility to do your best work in a space that supports you and finding time to collaborate in person for the moments that matter. Payscale has employees across the US, Canada, and the UK with unlimited access to WeWork and Regus spaces. We are unable to hire in the Quebec Province, Northern Ireland, and Hawaii at this time.

Benefits And Perks

All around awesome culture where together we strive to live our 5 values:

• Commit to excellence (we give our best everyday)
• Be Customer first, customer centric
• Make Data driven decisions
• Respect every individual, work as a team
• Have a Bias towards action

An open and inclusive culture where you’ll learn and grow through programs and resources like:

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth
• A growing network of employee resource groups
• And more!
• Regular opportunities for executive leadership exposure through things like AMAs
• Monthly company All Hands meetings
• Access to continued learning & development opportunities with dedicated quarterly learning hours and courses offered via Workramp

Our more standard benefits (Canada) - All paid 100% by Payscale

• BenefitHub – Discount marketplace, full access to all your benefits and provider portals
• Health/Wellness Spending Account – Annual amount provided to you and your family for approved expenses.
• Long term disability & Critical Illness – Coverage for certain types of illnesses and surgeries
• Company Paid and Statutory Holidays – Generous time off provided
• Medical/Rx, Dental, Telehealth – Coverage for prescription, paramedical, medical supplies, emergency, basic and accidental dental, and virtual health care services
• Holiday – Annual accrual for full time and part time employees
• Life Insurance - Basic life and AD&D benefit

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.