Support Analyst

Passport Labs, Inc. • Charlotte, NC

6d

About The Position

As a Support Analyst at Passport, you are in a unique position to help our clients achieve success on a daily basis, as well as help our end-users leverage our platform of apps to make their lives easier. You will be responsible for answering inquiries about our products from our enterprise clients and end users. As such, you will be at the heart of delivering our growth objectives and are essential to our long-term strategy. You will juggle multiple cases simultaneously across various platforms while partnering closely with Client Success, Engineering, Product, and Sales teams.

Requirements

• Knowledge of software development processes and concepts
• Understanding of HTML, XML, API, JavaScript, or similar languages
• Passion for solving client issues and a champion of great customer service
• Strong analytical and problem solving abilities
• Ability to plan, organize, prioritize and independently solve problems seeking help when necessary

Nice To Haves

• Bachelor’s degree or a combination of education and relevant experience
• Experience with implementing/supporting a point of sale solutions, card processing platforms, or other FinTech solutions
• Knowledge of credit/debit card processing value chain and key players
• 1 year or more of full-time experience in DevOps, systems administration, or application development
• At least 1 year of experience supporting applications in a production environment
• High proficiency and ability to demonstrate the use of parking-industry software systems
• A foundational understanding of PCI DSS compliance requirements

Responsibilities

• Communicate with clients through a series of actions, either via phone, email, until their reported issue or problem has been resolved
• Help clients troubleshoot issues they encounter while using our products and provide actionable tips to resolve the problem
• Provide excellent service and support to over 500 enterprise clients and over 1 million end users around the world
• Search for proactive solutions to help clients optimize and drive adoption
• Attempt to reproduce technical client issues and to clearly document the issue and steps to reproduce for resolution by the development team
• Monitor and master case management tools to document reported issues/problems communicated to us via phone, email, and other communication platforms
• Properly escalate unresolved issues to appropriate internal teams

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree