Product Support Specialist

About the Role:

As a Product Support Specialist at Passport, you are in a unique position to help our clients achieve success on a daily basis. You will be responsible for answering inquiries about our products from our enterprise clients. As such, you will be at the heart of delivering on our growth objectives and essential to our long term strategy. You will juggle multiple cases at once across a variety of platforms, while partnering closely with Client Success, Engineering, Product, and Sales teams.


  • Demonstrate and communicate product expertise

  • Provide excellent service and support to over 400 enterprise clients across the nation

  • Search for proactive solutions to help clients optimize and drive adoption

  • Research, troubleshoot and resolve client challenges

  • Reproduce technical client issues and document for resolution by the development team

  • Work with clients over phone, email and case management tools


  • At least 1 year of professional experience

  • Client/Customer-service oriented mindset and a desire to leave a positive lasting impression on clients

  • Experience with support tools such as Salesforce Service Cloud or ZenDesk

  • Proficient in complementary software such as Slack, Google Docs, JIRA

  • Poise and grace under a variety of circumstances

  • Technical and system acumen

  • Strong drive to solve issues in a timely manner

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Excellent communication skills

  • Extremely punctual and dependable

Key Competencies

In today’s dynamic business environment, having talent with the right skills is essential for success. Here are key competencies we’ll be looking for in our candidate:

  • Customer focus

  • Drives results

  • Action oriented

  • Communicates effectively

  • Situational adaptability

About You:

You have a passion for client experience and growing revenue. You are analytical. You are organized. Your clients are regularly impressed by you, and you can juggle it all. You have a continuous improvement mindset for your own learnings but for the clients and the business as well. You are passionate, self-motivated, and business-minded. You are an excellent communicator - you know how to listen and present with the best.

About Us:

Passport is reimagining the transit and parking experience with a suite of SaaS platforms for our clients and mobile applications for end users. Passport's software platform enables governments to improve operational efficiency for parking and transit operations through smart technology for payments, management, and reporting. By leveraging online and mobile services, leaders are able to access rich data that generate insights that drive better revenue, eliminate waste in the system, and improve outcomes for citizens.

Passport's product lines--parking payments, transit payments, enforcement and permit management--collectively serve to deliver dynamic tools for agencies to better connect with their communities. Its services have been adopted by over 20 of the top 50 cities in North America and over 2,000 locations including Chicago, Toronto, Boston, Portland, and Miami. Passport's mission is to reduce operational complexity and deliver intelligent data to improve decision making for its clients.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or protected veteran status, or other category or classification protected by applicable law.