Customer Support Analyst - Morning Shift

CENTRL • Mountain View, CA

4d • Remote

About The Position

In this role you will be part of a team supporting our Enterprise B2B SaaS platform. As a product support specialist, you will become a product expert who solves issues on our customer’s behalf and ensure that high customer service standards are met.
Looking for talented, professional, and technology skilled individuals.

Requirements

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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• Competitive salary, performance bonus, and company equity
• Comprehensive benefits package including 401K, medical, dental, and vision plans for you and your family
• Generous PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level