Hybrid Support Analyst: Client Success & Troubleshooting

Passport, Inc.; Charlotte, Northern (NC, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Passport, Inc. in Charlotte, NC, is seeking a Support Analyst in a full-time hybrid role to assist enterprise clients and end users with our app platform. You will address inquiries, troubleshoot problems, and collaborate with Client Success, Engineering, Product, and Sales teams.

You will juggle multiple cases, provide actionable advice, and aim for exceptional service to 500+ enterprise clients and over 1 million users worldwide.

Qualifications

• Knowledge of software development processes and concepts.
• Strong customer service orientation.
• Analytical and problem-solving abilities.
• Ability to plan, organize, prioritize and independently solve problems with minimal guidance.

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 escalation unresolved issues to appropriate internal teams.

Skills

Software development processes

Customer service excellence

Analytical problem solving

Organization & prioritization

DevOps / systems experience

Education

Bachelor’s degree or equivalent experience

Job description

Passport, Inc. in Charlotte, NC, is seeking a Support Analyst in a full-time hybrid role to assist enterprise clients and end users with our app platform. You will address inquiries, troubleshoot problems, and collaborate with Client Success, Engineering, Product, and Sales teams.

You will juggle multiple cases, provide actionable advice, and aim for exceptional service to 500+ enterprise clients and over 1 million users worldwide.