Product Support Specialist at Passport


Product Support Specialist

Full-Time in Charlotte, NC - Entry Level - Support

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 450 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
  • All other tasks/projects as necessary

About You:

Your hustle and dedication knows no limits! You’re obsessed with delivering a client experience that’s the perfect balance of quality and efficiency. Whether the task is easy and second nature, or it’s something you’ve never seen before, you jump in right away and work relentlessly for every client every time. A rockstar PSA at Passport has an insatiable thirst for learning and an unwavering drive to spread knowledge far and wide.


  • College Degree Preferred
  • 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

About Us:

Passport transforms the way cities manage their operations. The fintech company’s mobile-first platform has been adopted by more than 450 cities, universities, and private operators around the world in cities including Chicago, Toronto, London, and Miami, across more than 5,000 locations. Passport’s product lines – parking, transit and tolling payments, parking enforcement, and permit management – enable organizations in the public and private sectors to streamline their operations, enhance customer service, and make data-driven decisions. Consistently recognized as one of the fastest growing companies and Best Places to Work in Charlotte, North Carolina, Passport has an ingrained practice of putting People First – a guiding principle in its culture.

Passport is backed by a group of investors, including Bain Capital Ventures, Grotech Ventures, MK Capital and Relevance Media.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.