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Customer Support Analyst - Day Shift

CENTRL
California, USA
Contract
Junior · 1–3 years experience
Remote
Discovered 2 weeks ago
Communication

Full Job Posting

Job Responsibilities

  • Required
  • Help develop Customer Support processes for a rapidly growing organization and team
  • Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner
  • Help customers with application support needs, guidance on functionality, configuration and flow recommendations to support their business use case, and general technical questions when necessary
  • Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary
  • Provide feedback and analysis to our internal product development team on enhancements & improvements for the product
  • Help develop regular website/application, adoption, usage, and customer support metrics & analytics
  • Help manage our internal Knowledge Base & Production documentation collateral.
  • Identify and suggest process improvements to improve customer experience

Minimum Qualifications

  • Bachelor's degree or equivalent practical experience.
  • 1-3 years of experience in customer service for SaaS application support

Preferred Qualifications

  • Optional (Highly Recommended)
  • Excellent technical aptitude and comfortable with learning new applications and software tools
  • Excellent problem-solving skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer
  • Previous experience working with or support SaaS products
  • Self-starter, working as hybrid team member
  • Willing to help provide input and insight for new product features & enhancements
  • Strong planning, organization, & communication skills
  • Good time management, telephone and customer engagement skills
  • Experience with Zendesk Support Suite or similar tools
  • CENTRL’s platform helps banks, financial institutions, asset owners, managers and other companies with risk oversight. We believe that people do their best in a culture that encourages teamwork, innovation, and inclusion. These values serve as the foundation of our culture, which is collaborative, dynamic, fast-paced, and drives our obsession in delighting our clients.
  • We live and breathe these values every day. And together, we’re committed to help solve real business challenges with CENTRL technology.
  • CENTRL is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. CENTRL makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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