Client Support Analyst

DailyPay•Minneapolis, MN

1d•$56,000 - $73,000•Onsite

About The Position

You’ll be a member of the Client Support Team, a specialized team within the larger Customer Support Operations organization. You will report to a Client Support Manager. You’ll provide high-touch customer support to DailyPay’s client contacts: answering inbound questions, educating them on the benefit, and making outbound contacts to support the day-to-day operations of the accounts. You’ll work out of a customer support ticketing system (Zendesk), providing client support over the phone and email; as well as an internal ticketing platform (jira), partnering with internal Operations teams, to ensure client account health. You’ll use a multitude of internal systems and platforms to investigate and address technical client questions and support requests. You’ll follow a set daily schedule and adhere to quality standards to ensure excellent client experience. If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

Requirements

A Bachelor's Degree or equivalent experience
1+ years of experience in client service, client experience, or operations
Technical acumen
Excellent written and verbal communication skills
Ability to build strong relationships through effective communication
An intuitive problem-solver that works well under pressure and with all types of personalities
A quick learner

Nice To Haves

Previously worked at a rapid growth company
Have been client facing and a lead point of contact
Experience with large data manipulation and trend recognition
Familiarity with support tools: ZenDesk, Five9, ObserveAI, Assembled
Familiarity with DataDog, Boomi, Metabase/SQL, sFTP protocols, JSON

Responsibilities

Provide excellent customer support to DailyPay client HR and Payroll admins by answering their calls and email requests in a timely, responsive, and professional manner
Become a subject matter expert on DailyPay’s product offerings and functionality
Acquire technical expertise in DailyPay’s backend systems and tools, powering the frontend client experience, to help investigate and address client concerns
Liaise with client HR and Payroll admins on a range of operational topics to support healthy account status: Employee payroll topics (e.g., processing times, time keeping, net earnings, payroll calendar), employee eligibility for the DailyPay benefit topics, data Exchange inquiries (e.g. data anomalies, missing files, file issues), investigate and help address employee experience questions
Work cross-functionally with Client Success and/or Internal Technical Teams, when needed, to investigate and resolve clients-specific issues; attend client meetings to provide technical insight
Adhere to all support quality standards and expectations to maintain outstanding client satisfaction
Be on-call during several weekends and holidays a year for client escalations outside standard business hours
Capture client insights/feedback to be shared with our product team to improve the client experience