Tier 2 Customer Care Analyst
Posted on 11/28/2022
INACTIVE
PayIt

201-500 employees

Digital government services & payments software
Company Overview
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 client agencies become more efficient.
Data & Analytics
Government & Public Sector
Energy
Fintech
Financial Services

Company Stage

Seed

Total Funding

$195M

Founded

2013

Headquarters

Kansas City, Missouri

Growth & Insights
Headcount

6 month growth

6%

1 year growth

55%

2 year growth

58%
Locations
Kansas City, MO, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 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
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
Desired Qualifications
  • Knowledge of Jira, Zendesk, and SQL