Business Systems Analyst - Voice Services, Cash App
- Portland, OR
- Employees can work remotely
Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.
We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.
Interested in learning more?
At Square, we build elegant solutions to solve real problems. The Cash App Telephony Analyst’s work is part science, and part art. This role uses professional expertise, judgment, and creativity to affect an incredible customer experience using voice technology. In some cases, that will mean leveraging existing technology to its full potential, and in other cases, it will mean researching solutions that further deliver on our promise of exceptional customer service.
Work on the moderately complex business and technical problems, analyzing and evaluating current business methods and procedures for improvement
Have detailed knowledge of the architecture, call flows, and optimal configurations of telephony solutions
Design and implement new methods, procedures, and systems (both automated and manual) to improve the productivity, processing, and flow of information with our customers
Identify and problem solve for connectivity, call quality, ancillary equipment issues, and other problems that prevent an optimal experience for advocates and customers
Self-starter with solid interpersonal skills - projecting a uniquely positive customer-service-oriented attitude
Ability to work alone and with other members of a team. Must be a team player with exceptional verbal and written communication skills
Create and maintain thorough, up-to-date, functional and technical systems documentation for projects, design, customization and maintenance actions taken
Create and maintain thorough, up-to-date training documentation, and deliver 1:1 or group training sessions
Design, execute, manage and document test plans. Take appropriate actions to address defects
Act as a thought leader for the team for all telephony solutions
Ability to negotiate winning solutions for customers and the organization
Ability to successfully manage vendor relationships to ensure the success of projects and ensure the highest quality services for our customers
Ability to effectively manage multiple efforts simultaneously and adjust to changes in direction as needed to meet business objectives
- BS in Information Systems, Computer Science or other relevant degree
3+ years of experience as a Telecom or Voice Services Analyst or Engineer, Business Analyst, or Business Systems Analyst with telephony experience and with increasing levels of responsibility
At least 3 years of in-depth, hands-on experience with consultation, design, implementation and maintenance of telephony solutions. Preference will be given to those with contact center consultation and design experience, and/or those with demonstrated experience with process improvement and implementation of complex voice technology to solve business problems
Ability to effectively manage multiple, complex efforts simultaneously and adjust to changes in direction as needed to meet business objectives
Excellent written and verbal communications skills are mandatory
Impeccable customer service and interpersonal skills
Extremely high attention to detail
Previous roles in a high growth, tech environment preferred
Ability to lead cross-functional projects a must
Strong relationship building skills coupled with the ability to develop consensus
Will be part of an oncall rotation, and will occasionally work after hours on issues or project related activities to deliver on commitments
Will work in eastern time zone hours, 8a - 5pm, but can be located anywhere. After training, this position will work Thursday through Monday.
We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding local guidelines.