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

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
Eligible to work in the US

Customer Support Engineer

Key skills