Help Desk Analyst – Tier 1
Company:Payabli
Location:Greater Phoenix area
Languages:English
Seniority level:Entry, 1+ year
Experience:1+ year
Skills:
Communication SkillsCustomer serviceWritten communicationInterpersonal skillsTroubleshootingClient relationship management
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 Experience with ticketing systems (Zendesk, Freshdesk, etc.) 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 Respond to and resolve inbound partner support tickets Respond to and resolve inbound merchant support tickets Triage, document, and escalate tickets to internal teams Maintain SLAs and track ticket status Maintain customer records and changes Contribute to external communication library Identify common issues and collaborate with teams for resolution Work closely with CSMs, Engineers/Technical Support, and Onboarding/Risk/Compliance teams
