Support Analyst
Job Title: Support Analyst - Level 1
Department: Support Services
ReportsTo: Manager of Support Services
FLSAStatus: Exempt
JobSummary:
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 escalate 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
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
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.