Support Analyst

Summary

The Bypass Customer Support team is the liaison between our customers and our company.  As a Support Analyst, you will work with a dedicated group of front-line professionals that approach each customer challenge with empathy, urgency, and a desire to provide the best possible customer experience.  They routinely field technical service inquiries and perform independent analysis, troubleshooting & testing to identify root causes and deliver solutions.  They are constantly striving to improve the customer experience by working closely with internal teams and Support leadership to refine their subject matter expertise and share their knowledge with peers.

 

We're looking for highly technical, organized problem-solvers who want to delight our customers by providing accurate and efficient solutions and maintaining Bypass’ white-glove support experience. The Support Analyst role is a launching point for your career at Bypass, frequently leading to promotion into more advanced roles across the business.

Responsibilities

  • Manage the end-to-end customer experience via inbound calls, emails, and chats on subjects ranging from hardware, cloud and Android based software, and app related issues

  • Achieve productivity standards and goals while maintaining the highest levels of customer service

  • Document and communicate details of customer interactions, including inquiries, issues and complaints as well as information on resolutions actions taken

  • Manage complex technical challenges leveraging subject matter expertise and exercising discretion and independent judgement when determining the appropriate course for resolution.

  • Develop a deep knowledge of core Bypass product features and technical functionality

  • Collaborate with internal teams to surface, isolate, and document real or potential hardware defects or software bugs

  • Assist with training of new & existing technicians on Bypass products & services

Requirements

  • 3 years experience in a Technical Support role

  • 4 year college degree and/or technical certifications preferred

  • Calm nature with ability to maintain composure in stressful situations

  • Easily adapt to a start-up culture

  • Ability to work any 8-hour shift, plus a 1 hour lunch, between 6am-12am operating a queue, including weekends and holidays

  • Working knowledge of Customer Support tools such as ZenDesk, JIRA

  • Comfort working in Windows/MAC environments using Google Suite

  • Previous experience in a hospitality or service-based environment a plus

  • Passion for and an understanding of web-based technologies, including strong conceptual and technical knowledge of networking, mobile operating systems (iOS, Android), and hardware implementation

  • Solid judgement and the ability to use critical thinking and logic to evaluate situations and identify the optimum course of action

  • Outstanding customer service, strong written, verbal, and organization skills

Benefits

  • Competitive compensation with start-up style perks

  • Health/Dental insurance

  • Generous vacation policy

  • Referral Bonuses

  • Professional development and career growth opportunities

  • Job Type: Full-time

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