Support Analyst
HybridCharlotte, North Carolina, United States
Charlotte, North Carolina, United StatesHybridFull TimeSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Answer client inquiries via phone and email to resolve reported issues, while juggling multiple cases across various platforms. Troubleshoot problems encountered during product use, provide actionable resolution tips, and attempt to reproduce technical issues for the development team. Document all reported problems using case management tools and properly escalate unresolved matters to internal teams. Search for proactive solutions to help clients optimize and drive adoption across over 500 enterprise clients and one million end users.
Required Qualifications
- Knowledge of software development processes and concepts
- Understanding of HTML, XML, API, JavaScript, or similar languages
- Passion for solving client issues and a champion of great customer service
- Strong analytical and problem solving abilities
- Ability to plan, organize, prioritize and independently solve problems seeking help when necessary
Desired Qualifications
- Bachelor's degree or a combination of education and relevant experience
- Experience with implementing/supporting a point of sale solutions, card processing platforms, or other FinTech solutions
- Knowledge of credit/debit card processing value chain and key players
- 1 year or more of full-time experience in DevOps, systems administration, or application development
- At least 1 year of experience supporting applications in a production environment
- High proficiency and ability to demonstrate the use of parking-industry software systems
- A foundational understanding of PCI DSS compliance requirements
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