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KCRise Fund
KCRise Fund

Customer Care Analyst



IT, Customer Service
Kansas City, MO, USA
Posted on Sunday, September 10, 2023

PayIt is a fast-growing GovTech company built to improve the ways that state and local government agencies interact and transact with their customers. Our modern solutions make it easy for agencies to become more efficient in their operations and achieve their missions.

PayIt consolidates software and payments into a connected customer experience experience and enables our clients to drive trust and satisfaction among their customers. PayIt solutions address state/provincial and local use cases, serving tax authorities, courts, motor vehicle departments, and conservation agencies. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017.

Our culture welcomes people who exhibit what we call “PayIt DNA”: High integrity, drive, grit, high aptitude, and team orientation. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.

About the Role:

The PayIt Support Team is the face of PayIt to many of our customers, and we are dedicated to creating a support experience that sets new industry standards, just like PayIt’s products do. The PayIt Support Team engages with our constituents across the nation through 1:1 support, online communities, and social outreach. They also serve a critical role in providing continual feedback to our Product Development and Client Management teams to improve our products.

This role is hybrid-remote. The ideal candidate will be located in the Kansas City metro (MO/KS) however, highly qualified remote candidates will also be considered in the following markets (NC, TX, MO, KS, GA, VA, PA, UT, FL, TN, MI, IL, and OH).

What You’ll Be Doing:

The Customer Care Analyst will be dedicated to serving the needs of our partners and end users. As a high-growth technology company, we need someone with a can-do attitude who is happy to jump in and get their hands dirty. You’ll be interacting with people who are unfamiliar with technology, providing solutions, and guiding citizens to successfully navigate our services. You’ll also be maintaining a knowledge base for our partners and working with our internal engineering teams on daily refinements.

What You’ll Need to Have:

  • 1-3+ years of technical support and/or customer service experience for a SaaS, software, digital, or online organizations.
  • Strong listening skills — with the ability to be responsive, patient, and explain a wide range of software and social media concepts to clients with varying levels of technical abilities or knowledge.
  • Excellent written and verbal communication skills with the ability to speak clearly and concisely on the telephone. Must be able to respond to inquiries via ticket systems, as well as via email and phone with the ability to deliver an exceptional customer experience while providing strong supporting documentation in our various online tracking systems.
  • Strong problem-solving. Ability to analyze information and make recommendations or decisions in a dynamic, fast-paced environment.
  • Must be a self-starting willing to self-educate and acquire new knowledge and skills quickly and independently.
  • Effective teaching and coaching skills – the ideal candidate will enjoy teaching people how to use technology.
  • Good time management skills with proven ability to complete complex projects on a deadline.
  • Ability and willingness to work outside of 9AM - 5PM when required

Bonus Points For:

  • Knowledge of SQL, Jira, Zendesk
  • Proven client management skills, with a "client-first" attitude
  • Functional knowledge of SaaS platforms

Why Work For Us:

  • Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
  • You’ll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you’ll grow a ton working at PayIt
  • People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
  • We #payitforward with our corporate volunteer program, serving the communities where we work and live.
  • Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.

What We Care About:

We hire high aptitude, high integrity people who are great communicators and want to be part of a growing team.

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 in the United States at this time. Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.

To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers’ alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.

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Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt’s Business Code of Conduct and Information Security Policies.