About the Role:
As a Customer Support Specialist at Passport, you are in a unique position to help our customers achieve success on a daily basis. You will be responsible for answering customer inquiries about our products. As such, you will be at the heart of delivering on our growth objectives and essential to our long term strategy. You will juggle multiple cases at once across a variety of platforms, while partnering closely with Client Success, Engineering, Product, and Sales teams.
Responsibilities:
Provide excellent service to our users across the nation, while responding to inbound questions
Find creative resolutions to customer challenges and regularly document learnings for broader team to leverage
Be a subject matter expert on Passport’s mobile apps and consumer products
Partner with other Passport team members to develop and improve support guidelines, documentation, scripts, and the troubleshooting processes
Collaborate with technical and business teams to share user experience feedback and trending in order to help better our products
Answer customer calls, email-cases, and instant message inquiries - focus on first level resolution in the moment, and work through more complex cases with the broader team, as needed, to ensure customer delight.
Qualifications:
At least 1 year of professional experience
Customer-service oriented mindset and a desire to leave a positive lasting impression on customers
Extremely punctual and dependable
Poise and grace under a variety of circumstances
Strong drive to solve issues in a timely manner
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Excellent communication skills (written and verbal)
Experience with support tools such as Salesforce Service Cloud or ZenDesk
Proficient in complementary software such as Slack, Google Docs, JIRA
Familiar with an iPhone or Android
Key Competencies:
Customer focus
Action-Oriented
Situational adaptability
Communicates effectively
Collaborates
About You:
You have a passion for creating outstanding customer experiences and helping our team grow revenue. You are analytical. You are organized. You are an owner. Your clients are regularly impressed by you and your teammates love working with you, and you can juggle it all. You have a continuous improvement mindset for your own learnings and are a great teammate. You are passionate, self-motivated, and business-minded. You are an excellent communicator - you know how to listen and interact with the best.
About Us:
Passport is reimagining the transit and parking experience with a suite of SaaS platforms for our clients and mobile applications for end users. Passport's software platform enables governments to improve operational efficiency for parking and transit operations through smart technology for payments, management, and reporting. By leveraging online and mobile services, leaders are able to access rich data that generate insights that drive better revenue, eliminate waste in the system, and improve outcomes for citizens.
Passport's product lines--parking payments, transit payments, enforcement and permit management--collectively serve to deliver dynamic tools for agencies to better connect with their communities. Its services have been adopted by over 20 of the top 50 cities in North America and over 2,000 locations including Chicago, Toronto, Boston, Portland, and Miami. Passport's mission is to reduce operational complexity and deliver intelligent data to improve decision making for its clients.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status, or other category or classification protected by applicable law.