Senior Support Specialist

  • Denver, CO, USA
  • Employees can work remotely
  • Full-time

Company Description

As the industry leader in compensation data and technology, PayScale helps organizations #getpayright. PayScale is the only technology solution for managing compensation that provides multiple streams of fresh, transparently curated and validated salary data. Combined with modeling engines that learn continuously and generate recommendations and insight, PayScale empowers HR to price jobs and adjust compensation to reflect real-time changes in the market — all on one trusted data platform. With PayScale’s Adaptive Compensation Advantage, teams operate with efficiency, focused on outcomes rather than manual data management. To learn how companies like The Washington Post, Perry Ellis International, United Healthcare and The New York Times rely on PayScale to attract and retain top talent, motivate and engage employees and plan their future workforce, visit payscale.com.

Job Description

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 help solve 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 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 multiple PayScale products is 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 and act as a subject matter expert in one or more PayScale products  

  • Act as the escalation point for support tickets not resolved by the Support Specialist 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 to identify and resolve product defects 

  • Engage on special projects related to customer support as needed 

Qualifications

  • Strong organization skills 
  • Ability to manage multiple deadlines and determine priorities 

  • 3+ years of customer facing experience (required) 

  • BA in related field or equivalent work experience (required)  

  • Strong technical / product knowledge, advanced understanding of computer and network technologies 

Skills: 

  • 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 

Additional Information

Benefits & Perks – The Highlights:

All around awesome culture where together we strive to:

  • Pursue excellence every day
  • Create customer value
  • Compete to win (and lose!) as a team

As part of our culture of transparency and commitment to employee engagement, we have several programs and resources such as:

  • Regular virtual company meetings
  • Coffee chats
  • Table for 4 Executive conversation
  • Spirit Week
  • Pulsing tools for continuous conversations to drive performance and career growth
  • Strengths based tools designed to help employees engage with peers and managers, supported through a program called StandOut
  • Access to top notch learning courses for all employees through LinkedIn Learning
  • As well as constant re-evaluation of what our employees need to be successful at work!

Our more standard benefits include:

  • Flexible Paid Time Off program – most employees average around 3 weeks per year
  • 14 paid holidays including Independence Week, Juneteenth and World Mental Health Day
  • 3 comprehensive health plans to fit your unique needs; plans have up to 100% company-paid premium coverage for employee Medical, Dental and Vision
  • Access to Premera’s Healthcare Services including an Employee Assistance Program (EAP), 24-hour Nurse Hotline, Telehealth (Doctor on Demand), Talkspace, and other virtual care options
  • Flexible Spending Account (FSA) options for pre-tax employee allocations towards: Medical, Dependent Care, Parking, and Transit
  • Company Paid Short Term Disability, Long Term Disability, and Life Insurance
  • Comprehensive Paid Parental / Adoption Leave program
  • 401k program with fully vested, immediate company match

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