Team lead for technical support and product management at ISGUS in Germany. Leading a team while optimizing product quality and internal communication.
About the role
- Customer Support Analyst II managing support cases and resolving technical issues for customers. Collaborating with engineering teams to enhance customer experience with PayScale products.
Responsibilities
- 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
Requirements
- At least 2 years of customer facing experience
- Intermediate technical / product knowledge, foundational understanding of computer technologies
- Experience with Salesforce and Slack
- Background in compensation data is preferred
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
- Access to continued learning & development opportunities
- Company sponsored volunteer hours
- Monthly company All Hands meetings
- Regular opportunities for executive leadership exposure through things like AMAs
- A growing network of Employee Resource Groups
- A commitment to a continuous feedback culture which allows us to drive performance and career growth
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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