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 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

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

Additional Information

H1B/Visa support is not available for this position
HYPR is an Equal Opportunity Employer

Base Salary: $50,000 - $70,000 (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 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.

As the premium provider of authentication security, HYPR is committed to preventing identity fraud by safely and accurately verifying the identities of our employees. Accordingly, all new employees are required to participate in an automated identity verification process, which includes document verification, location detection, and facial recognition, on their first day of employment with the Company. To learn more about this identity verification process, please contact peopleops@hypr.com.

HYPR is an Equal Employment Opportunity employer and will not discriminate against an applicant or employee based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristic under federal, state or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state and/or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on HYPR. Please inform peopleops@hypr.com if you need assistance completing HYPR’s application process