[Remote] Support Analyst
Note: The job is a remote job and is open to candidates in USA. Passport is a technology company providing parking compliance and curbside payment solutions. The Support Analyst - Level 1 will answer product inquiries, troubleshoot client and end-user issues, manage multiple support cases, document technical problems, and coordinate with internal teams to resolve escalated issues.
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
Skills
- 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
- 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
Company Overview