Customer Support Analyst II (PH) - Remote Eligible

PayScale Support Team Position

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 reducing customer friction with the product.

The following tasks are part of the role:

• Manage and resolve support cases, serving as the first point of contact for technical issues
• Provide timely, accurate solutions with professional and empathetic client communication
• Review and respond to items submitted via Tech Support and Contact Us channels
• Investigate complex issues by collaborating with internal teams such as Engineering and Product
• Document all case activity, resolution steps, and updates in support systems
• Advise clients on configuration changes and maintenance to improve product performance
• Support testing of new SaaS releases and stay current on all PayScale products
• Participate in ongoing learning to enhance support capabilities and product knowledge

We are looking for candidates with:

• At least 2 years of customer facing experience
• Intermediate technical / product knowledge, foundational understanding of computer technologies
• Experience with Salesforce and Slack

Nice to have:

• Background in compensation data

Location:

Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person in our office for the moments that matter. In our hybrid model, employees can work from the location that works best for them when our team is not scheduled to be in the office.

When you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.
• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and perks:

• An open and inclusive environment where you'll learn and grow through programs and resources like:
• Monthly company All Hands meetings
• Regular opportunities for executive leadership exposure through things like AMAs
• Access to continued learning & development opportunities
• A commitment to a continuous feedback culture which allows us to drive performance and career growth
• A growing network of Employee Resource Groups
• Company sponsored volunteer hours
• And more!
• Our more standard benefits:
• Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)
• 15 paid days of additional leave, credited up front upon regularization and refreshed annually. Unused leave are monetized.
• HMO coverage +1 dependent
• Fixed work schedule, Monday through Friday 10pm-7am Manila

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.

If you have a disability or impairment and need assistance with the application process, please email recruiting@payscale.com for support.

Fraud Alert:

Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email recruiting@payscale.com.