Product Support Specialist

Summary

Join HYPR, a leading Identity Assurance company, as a Product Support Specialist! You will be the primary point of contact for customer support issues, handling calls and tickets, triaging problems, and coordinating solutions with internal teams. This role requires strong customer service skills, technical troubleshooting abilities, and experience in a call center environment. You will leverage your analytical and problem-solving skills to enhance customer experience and identify process improvements. HYPR offers a competitive salary and benefits package, including medical, dental, vision, 401k, and a generous equipment budget. Be part of a mission-driven culture focused on creating a passwordless world and securing the identity lifecycle.

Requirements

• Must have call center 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, etc)
• 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

Responsibilities

• Actively answer calls and respond to tickets 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
• 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

Benefits

• Competitive Salary & Equity offer with significant upside as we scale
• Great Medical/Dental/Vision coverage, as well as FSA/HSA, 401k available 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