Note: The job is a remote job and is open to candidates in USA. Passport is a technology company providing parking compliance and curbside payment solutions. The Support Analyst - Level 1 will answer product inquiries, troubleshoot client and end-user issues, manage multiple support cases, document technical problems, and coordinate with internal teams to resolve escalated issues.

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

• 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
• 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

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