Support Analyst

Job Title: Support Analyst - Level 1Department: Support ServicesReports To: Manager of Support Services FLSA Status: ExemptJob 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 resolvedHelp clients troubleshoot issues they encounter while using our products and provide actionable tips to resolve the problemProvide excellent service and support to over 500 enterprise clients and over 1 million end users around the worldSearch for proactive solutions to help clients optimize and drive adoptionAttempt to reproduce technical client issues and to clearly document the issue and steps to reproduce for resolution by the development teamMonitor and master case management tools to document reported issues/problems communicated to us via phone, email, and other communication platformsProperly 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 conceptsUnderstanding of HTML, XML, API, JavaScript, or similar languagesPassion for solving client issues and a champion of great customer serviceStrong analytical and problem solving abilitiesAbility to plan, organize, prioritize and independently solve problems seeking help when necessaryPreferred:Bachelor’s degree or a combination of education and relevant experienceExperience with implementing/supporting a point of sale solutions, card processing platforms, or other FinTech solutionsKnowledge of credit/debit card processing value chain and key players1 year or more of full-time experience in DevOps, systems administration, or application developmentAt least 1 year of experience supporting applications in a production environmentHigh proficiency and ability to demonstrate the use of parking-industry software systemsA foundational understanding of PCI DSS compliance requirementsAbout 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.