Product Support Specialist

HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle.  We are a community of bold thinkers & energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive & persistent 60-year old problem the password. Since being founded in 2014, the company has grown to be the premium provider of authentication security to marquee brands around the globe & are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition & the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world & secure the identity lifecycle.

Your Role & Impact 

As a Product Support Specialist, you will be the first point of contact for HYPR customers when a support issue occurs. A strong customer centric mindset is a critical success factor for the role. You will be actively engaged with our ticketing & call center systems. You will triage & attempt to resolve customer reported issues at the first point of contact. You will help to coordinate solutions by involving appropriate support teams or internal resources & escalating when appropriate. Being an operational & process-based person, you always look for situations where customer experience could be enhanced/improved & offer recommendations to enhance/improve our customers experience.

Key Responsibilities

• Actively answer calls & respond to tickets during your assigned shift
• Provide Tier 1 product support for HYPR customers
• Handle incoming calls, tickets & system alerts; monitor & triage incoming requests via ticket queues
• Assist users by providing product support via HYPRs phone & ticket systems
• Leverage internal teams to provide next level support
• Identify potential larger issues in real-time
• Keep support management updated on trending issues
• Look for potential situations in which an improvement in process efficiency or customer experience is possible

Requirements

• Must have call center experience, triage & technical troubleshooting skills
• Degree/Certification or equivalent practical experience
• Two plus years of experience working in a Support/Service/Help Desk/Call Center Role
• Ability to clearly communicate with customers while demonstrating a positive attitude, self-control & empathy all while leading to resolution of the customers issue
• Excellent analytical, organizational, interpersonal & teamwork skills
• Ability to adjust quickly to changing priorities & make quick decisions with available information.
• High-level triage & troubleshooting skills
• Outstanding customer service, prioritization, multitasking, communication, & leadership skills
• Basic understanding of Windows & Mac operating Systems 
• Basic understanding of networking concepts (DNS, HTTP, IP, etc)
• Ability to review mobile, computer, server logs & determine where the issue resides 
• Ability to troubleshoot workstation (Windows & Mac) & mobile computing (iOS & Android) environments 
• Knowledge of SaaS & cloud computing infrastructure

Note:

H1B/Visa support is not currently available for this specific position.

HYPR is an Equal Opportunity Employer.

Salary: $50,000 - $70,000

Our salary ranges are based on paying competitively for our size & industry, & are one part of our total compensation package that also includes equity, benefits, & other opportunities at HYPR. Individual pay decisions are based on a number of factors, including location, qualifications for the role, experience level, skillset, & balancing internal equity relative to other HYPRions. We expect the majority of the candidates who are offered roles at HYPR to fall healthily throughout the range based on these factors.