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

ob Description: Support Payscale Customers in the following ways:

• Case Work
  • Identify problems within PayScale products and provide workarounds
  • Troubleshoot complex 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

• Process Improvement: Provides feedback on processes and tools to improve support experience. Links, Creates, edits, and improves Knowledge Base documentation for internal consideration.

• Reporting: Advise client on use of reports to achieve strategic goals and help the client define requirements for reports that can be implemented by the senior reporting team.
• Team Collaboration: Provide meaningful feedback based on their experience with individual clients and the Support team as a whole to external teams with the goal of ensuring a great client experience through proactive actions such as improving processes and expectation setting.
• Work Prioritization: Use best judgment and business acumen to prioritize work either directly from clients or as advanced from other team members as makes sense from an overall client experience perspective.
• Supervision: Work independently with little or no day-to-day direction on particular task with overall priorities set through team meetings and weekly or fortnightly one on ones.
• Problem Solving: Identify key issues and patterns from partial/conflicting data. Familiar Knowledge Base documentation and other resources available.

Additional Information

All your information will be kept confidential according to EEO guidelines.