Voice Services- Business Systems Analyst, Cash App

Company Description

It all started with an idea at Square in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better way to send, spend, invest, and save to our millions of monthly active users. We want to make the world’s relationship with money more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and we’ve got offices and remote teammates across the globe. Our offices are great, but many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers to learn more!

At Square, we build elegant solutions to solve real problems. As a Cash Business Systems Voice Analyst, your goal is to improve the work experience for advocates and leadership by delivering reliable and scalable solutions that lower the burden of systems use for our employees.

You Will:

• Work on the moderately complex business and technical problems, analyzing and evaluating current business methods and procedures for improvement

• 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 issues that prevent an optimal experience for advocates and customers

• Work as part of a team of voice analysts to build best practice voice systems

You Will Also:

• 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

• Negotiate winning solutions for customers and the organization

• Manage multiple efforts simultaneously and adjust to changes in direction as needed to meet business objectives

• 
  3+ years of experience as a Business Analyst or Business Systems Analyst with increasing levels of responsibility

• Experience with cloud based telephony solutions

• Experience with telephony automation solutions

• At least 3 years of telephony experience preferably in a call center environment

• Ability to effectively manage multiple, complex efforts simultaneously and adjust to changes in direction as needed to meet business objectives

• Ability to lead cross-functional projects a must

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.