Tier 1 Help Desk Representative - Remote

Overview

As a Tier 1 Help Desk Representative at Payabli, you will play a crucial role in providing exceptional customer support and advocating for client needs, ensuring customer loyalty and satisfaction.

In Short

• Be the front line of the Client Support Team
• Answer inbound support inquiries
• Engage with clients via ticketing system
• Resolve inbound partner and merchant support tickets
• Triage, document, and escalate tickets as necessary
• Maintain SLAs and track ticket statuses
• Contribute to knowledge management and external communication library
• Collaborate with teams for issue resolution
• Work closely with Customer Success Managers and Engineers
• Support onboarding, risk, and compliance teams

Requirements

• 1+ year in customer support, help desk, or IT support role
• Strong problem-solving and communication skills
• Excellent interpersonal skills
• Experience with ticketing systems like Zendesk or Freshdesk
• Exposure to financial software or payment systems is a plus

Benefits

• Competitive base salary with growth opportunities
• Flexible PTO and paid parental leave
• Medical, dental, and vision insurance
• 401K, HSA, and pre-tax savings programs
• Monthly education fund for skill enhancement