Support Analyst

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Support Analyst

Full Time Hybrid, Charlotte, NC, US

6 days ago Requisition ID: 1053

Department : Support Services

Reports To : Manager of Support Services

FLSA Status : Exempt

Job Summary :

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.

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

About You

Your hustle and dedication know no limits! You’re obsessed with delivering a client and user experience that’s the perfect balance of quality and efficiency. Whether the task is easy and second nature or something you’ve never seen before, you jump in right away and work relentlessly for every client, every user - every time. A rockstar Support Analyst at Passport has an insatiable thirst for learning and an unwavering drive to spread knowledge far and wide.

Qualifications:

Required:

• 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

Preferred:

• 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

About Us

Passport is the technology leader in parking compliance and curbside payment solutions. By helping cities integrate paid parking, enforcement operations, and payment infrastructure into one software solution, Passport provides the only platform that connects the complexities of mobility to efficiently manage and monetize the curb. From mobile payments to citation issuance, permitting technology and more, Passport is empowering cities of all sizes with better insights to improve parking turnover, expand revenue opportunities, and create better compliance. Passport is trusted by more than 800 clients across North America.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.