Product Support Specialist – Tier 1 - HYPR

HYPR is Fixing the way the world Logs in by creating the world’s most adopted Passwordless authentication solution. We authenticate employees and consumers alike across the spectrum of global enterprise and small and medium businesses alike. Due to our growth, we’re seeking a seasoned Product Support Specialist for immediate hire. 

YOUR ROLE AND 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 and call center systems. You will triage and 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 and escalating when appropriate. Being an operational and process-based person, you always look for situations where customer experience could be enhanced/improved and offer recommendations to enhance/improve our customer’s experience.

KEY RESPONSIBILITIES

• Actively respond to customer submitted issues during your assigned shift
• Provide Tier 1 product support for HYPR customers
• Handle incoming calls, tickets and system alerts; monitor and triage incoming requests via ticket queues
• Assist users by providing product support via HYPR’s phone and ticket systems
• Analyze Security Information and Event Management (SIEM) tools to determine root cause
• 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
• Gather evidence, formulate, and structure an answer to customers technical questions 
• Communicate customer issues and requests across different HYPR teams
• Service level agreements are met for all assigned tickets

REQUIREMENTS

• Must have help/support desk experience, triage and 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 and empathy all while leading to resolution of the customer’s issue
• Excellent analytical, organizational, interpersonal and teamwork skills
• Ability to adjust quickly to changing priorities and make quick decisions with available information.
• High-level triage and troubleshooting skills
• Outstanding customer service, prioritization, multitasking, communication, and leadership skills
• Ability to troubleshoot and think outside the box when needed
• Basic understanding of Windows and Mac operating Systems 
• Basic understanding of networking concepts (DNS, HTTP, IP, VPN, etc)
• Basic understanding of Active Directory and Active Directory Certificate Services
• Ability to review mobile, computer, server logs and determine where the issue resides 
• Ability to troubleshoot workstation (Windows & Mac) and mobile computing (iOS & Android) environments 
• Knowledge of SaaS and cloud computing infrastructure
• Provide on-call support via scheduled rotation
• Eligible to work in the US

The Benefits of Working with HYPR

• Competitive Salary & Equity offer with significant upside as we scale
• Great Medical/Dental/Vision coverage, as well as FSA/HSA, Maternity/Paternity leave, 401k and more
• Generous equipment budget and customized workstation. You will have what you need to be successful
• Long-Term stability within a high-growth sector within identity access automation
• A mission driven culture. At HYPR you will never be spinning your wheels on tasks that won’t make an impact. Everything we develop is cutting edge and vital to the success and security of our clients

Note:

This Opportunity is Remote Friendly

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

HYPR is an Equal Opportunity Employer.

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