Product Support Specialist - Tier 1

Product Support Specialist - Tier 1

HYPR is the leader in Passwordless Multi-factor Authentication. The HYPR Cloud Platform makes it easy to eliminate passwords and deliver lightning-fast login experiences that users love. With HYPR, businesses are finally able to stop phishing, reduce fraud, and enable unrivaled security for employees and customers across the globe.

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 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

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
• 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, 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

Note:

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

HYPR is an Equal Opportunity Employer.

Base Salary: $70,000 - $90,000

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total compensation package that also includes equity, benefits, and other opportunities at HYPR. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and 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. 

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