Hybrid Support Analyst for Enterprise & End Users

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

Job summary

Passport Labs, Inc. is hiring a Support Analyst for a full-time hybrid role in Charlotte, NC. You will handle inquiries from enterprise clients and end users, collaborating with Client Success, Engineering, Product, and Sales teams to drive growth and customer satisfaction.

The role emphasizes problem solving, strong communication, and a passion for delivering excellent service to a broad user base. Join a team focused on scalable support across world-wide clients.

Qualifications

• Knowledge of software development processes and concepts.
• 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.

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

Software development knowledge

Customer service passion

Analytical thinking

Problem solving

Education

Bachelor’s degree or equivalent

Job description

Passport Labs, Inc. is hiring a Support Analyst for a full-time hybrid role in Charlotte, NC. You will handle inquiries from enterprise clients and end users, collaborating with Client Success, Engineering, Product, and Sales teams to drive growth and customer satisfaction.

The role emphasizes problem solving, strong communication, and a passion for delivering excellent service to a broad user base. Join a team focused on scalable support across world-wide clients.