Help Desk Analyst - Tier 1

Job Description

Job Description

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.

In this Help Desk role, you will...

• 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.
• Knowledge Management
• Maintain customer records and changes.
• Contribute to external communication library
• Identify common issues and collaborate with teams for resolution
• Team Collaboration
• Work closely with CSMs to ensure seamless handoffs and shared context
• Work closely with Engineers/Technical Support teams
• Work closely with Onboarding/Risk/Compliance

We'd love to hear from you if you have...

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

We think you'll love being part of our team because we’re a values driven company that cares deeply about our team, partners, and customers. Our north star values are:

• Team First: We invest in our people to foster a vibrant culture where we all love coming to work everyday.
• Customer Love: We go above and beyond to woo Customers so that they write us love letters.
• Small Giant: We plan to build a massive business; however, we are also building a sustainable organization that has a strong sense of purpose and practices long-term thinking.
• Run to the Fire: We embrace difficult situations and lean in when confronted with adversity. We don’t shy away from doing the right thing even if it's hard.
• Bias for Action: We operate with urgency; we don’t leave for tomorrow what can be done today.
• Little Things Count: We differentiate ourselves by focusing on the little things. We believe small but thoughtful considerations and gestures can have an outsized impact.
• Punch Above our Weight: We don’t fear the competition, rather we see our nimbleness as a competitive advantage. We carry ourselves with confidence and conviction in our abilities.
• Truth Seekers: We seek truth above pride and ego. We hold each other accountable with respect and in the open. We don’t talk behind each other’s backs. One team member’s problem is the whole team’s problem.

What we can offer you:

• Competitive base and growth trajectory within Client Success and/or Payments.
• Flexible PTO and paid parental leave.
• Medical, dental, & vision insurance401K, 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.

This is an entry-level position with a clear compensation path and career growth trajectory based on measured KPIs and objectives.

We're eager to hear from you if you're interested in getting in at ground level in a fast-growing, exciting Fintech company!

Payabli is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Principals only. No external agency submissions. Candidates must apply directly; We will not accept submissions from third-party recruiters or staffing agencies.