Customer Support Engineer

HYPR, the Identity Assurance Company, helps organizations create trust in the identity lifecycle. We are a community of bold thinkers and energetic doers who imagined a brand new approach to identity security and, at the same time, are eliminating a pervasive and 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 and are quickly becoming the recognized leader in Identity Assurance. We are looking for exceptional people with the ambition and the will to positively change the world. If that sounds like you, join us on our mission to create a passwordless world and secure the identity lifecycle.Your Role and ImpactAs 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 ResponsibilitiesActively answer calls and respond to tickets during your assigned shiftProvide Tier 1 product support for HYPR customersHandle incoming calls, tickets and system alerts; monitor and triage incoming requests via ticket queuesAssist users by providing product support via HYPR's phone and ticket systemsLeverage internal teams to provide next level supportIdentify potential larger issues in real-timeKeep support management updated on trending issuesLook for potential situations in which an improvement in process efficiency or customer experience is possibleRequirementsMust have call center experience, triage and technical troubleshooting skillsDegree/Certification or equivalent practical experienceTwo plus years of experience working in a Support/Service/Help Desk/Call Center RoleAbility to clearly communicate with customers while demonstrating a positive attitude, self-control and empathy all while leading to resolution of the customer's issueExcellent analytical, organizational, interpersonal and teamwork skillsAbility to adjust quickly to changing priorities and make quick decisions with available information.High-level triage and troubleshooting skillsOutstanding customer service, prioritization, multitasking, communication, and leadership skillsAbility to troubleshoot and think outside the box when neededBasic understanding of Windows and Mac operating SystemsBasic understanding of networking concepts (DNS, HTTP, IP, etc)Ability to review mobile, computer, server logs and determine where the issue residesAbility to troubleshoot workstation (Windows & Mac) and mobile computing (iOS & Android) environmentsKnowledge of SaaS and cloud computing infrastructureEligible to work in the USNote:H1B/Visa support is not currently available for this specific position.HYPR is an Equal Opportunity Employer.Salary: $60,000 - $75,000 (USD)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 location, 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.