Help Desk Analyst – Tier 1

Payabli • Phoenix, AZ

1d • Remote

About The Position

Payabli’s mission is to enable any software company to become a payments company through its payment infrastructure and monetization platform. With Payabli, software companies can make payments a core part of their business model to drive revenue, enhance customer lifetime value, and boost enterprise value. Our Founders are Serial Entrepreneurs who have built and scaled successful technology companies like RevoPay (Acquired), Seamless.com (IPO), and ServiceTitan. We are backed by top venture capital investors QED Investors, Fika Ventures, Bling Capital, and TTV Capital. As a Help Desk representative, you'll help uphold our core value of placing the customer first, providing white-glove service and acting as an advocate for client needs. You will work alongside a strong Support team, with the focus on building customer loyalty, retention and happiness. You will make our customers write us love letters! This is a fully remote role, but candidates must reside in the Greater Phoenix area.

Requirements

• 1+ year in a customer support, help desk, or IT support role or comparable customer-facing role.
• Problem-solving and written communication skills.
• Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily.
• Experience with ticketing systems (Zendesk, Freshdesk, etc.).

Nice To Haves

• Exposure to financial software or payment systems is a plus.

Responsibilities

• Be the front line of the Client Support Team
• Answer inbound support inquiries
• Engage with clients via ticketing system
• Ticket Resolution
• Respond to and resolve inbound partner support tickets.
• Respond to and resolve inbound merchant support tickets.
• Triage, document, and escalate tickets to internal teams as necessary.
• Maintain SLAs and track status of all assigned tickets.
• Maintain customer records and changes.
• Contribute to external communication library
• Identify common issues and collaborate with teams for resolution
• Work closely with CSMs to ensure seamless handoffs and shared context
• Work closely with Engineers/Technical Support teams
• Work closely with Onboarding/Risk/Compliance

Benefits

• Competitive base and growth trajectory within Client Success and/or Payments.
• Flexible PTO
• Medical, dental, & vision insurance
• 401K, HSA, pre-tax savings programs.
• Monthly education fund to spend on anything that enhances your skills or gets you one step closer to your passion goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees