Tier 2 Customer Care Analyst

• 5000 - 6000 USD per Month
• Full Time
• Posted : 12 months ago

PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies become more efficient. Our easy-to-implement platform consolidates hundreds of services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges.

This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors:

• GovTech 100 (2017-2023)
• Fast Company Innovation in Design Award (2019)
• LocalSmart Awards (2020)
• Smart 50 Award (2021)

About the Role:

PayIt Customer Care is the face of PayIt to the public.

We are dedicated to creating an experience that sets new industry standards, just like PayIt’s products.

PayIt Customer Care engages with our constituents across North America through 1:1 phone calls, emails, social outreach, and chat, all the while providing ongoing feedback to our Product and Client Management teams.

What You’ll Be Doing:

Customer Care Analysts serve our end users via several channels. It requires a “say yes” attitude as you speak with those who are less digitally inclined, providing support and guiding them to successfully use our software handling both Tier 1 requests and Tier 2 technical escalations. You’ll work with your team to scale processes and practices as our expanse across North America continues to grow, building content and working with engineering to improve our practices.

Responsibilities:

• Solve customer and client issues by developing expertise in relevant product areas and by troubleshooting complex issues.
• Identify, reproduce, and document bugs for the Engineering and Product teams to support quicker customer resolutions and improve our ability to mitigate customer friction.
• Create and maintain high quality documentation to support new and existing feature launches, often working with Product and Engineering.
• Become a specialist in API- or integration-related product features and troubleshoot complex client issues by reading documentation, building test apps, narrowing in on reproducible steps, and collaborating with others.
• Provide fast, accurate, and personalized communication to customers and clients through email and telephone.
• Empathize with every aspect of the customer and client experience, leading initiatives to continuously improve how, why, and when customers and clients receive support.
• Identify and surface customer and client trends and process improvements through collaborating and with teams across PayIt.
• Contribute to the ongoing learning and success of your team and the company through mentoring and sharing feedback.

What You’ll Need to Have:

• You have relevant professional experience and maintain a keen interest in providing outstanding customer support experiences.
• You can write code in at least one language to gather data from web services and use it for your own purposes.
• You are an articulate communicator, proficient in both verbal and written English language and enjoy crafting clear and concise messages to customers, clients, and internal stakeholders.
• You understand web services, common data formats (JSON), and standard API patterns (e.g. REST, Postman)
• You have basic SQL skills, ability to look at logs and correlate it with other data points to create initial troubleshooting material for the engineering teams.
• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are curious about technology and have a solid understanding of the impact to business when something in software goes wrong.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You have a high degree of self-awareness, are adaptable in changing environments and can maintain composure – you model this for your team.
• You are resourceful, flexible and hold yourself and the team accountable to results.
• You lead initiatives, follow through on your commitments and persevere in the face of obstacles.

Bonus Points For:

• Knowledge of Jira, Zendesk, and SQL

Why Work For Us:

• Our most important resource is our people. We value your feedback and have a unique environment where collaboration and bottom-up feedback about the problems we are solving is critical to our daily success.
• Saving someone’s day is a rewarding way to spend yours. We tackle complex challenges that are interesting to solve, and directly impact the lives of our neighbors, friends and ourselves.
• We know how to have fun and work toward something bigger than ourselves.
• Competitive salaries along with an excellent benefits package.
• Flexible and friendly work environment. We offered flexible working arrangements long before a global pandemic forced other companies to adapt.
• We believe our culture permeates throughout our product and service, so it’s one of a customer-first mindset.
• We’ll provide all the resources you need to do your best work.

What We Care About:

High aptitude, high integrity people who are great communicators and want to be part of a growing team. We’re about openness, integrity, accessibility and great communication.

The usability of our products, sharing of ideas across teams, and commitment to the cities, counties, and states we serve are values.

Commitment to Equal Opportunity

PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.

NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship at this time.

Skills

• Problem Solving
• troubleshooting
• api
• customer success
• JSON
• REST API
• postman