Customer Support Analyst - Morning Shift
CENTRL•Mountain View, CA
•Remote
About The Position
In this role you will be a product support specialist who solves issues on our customer’s behalf 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. This position is for our morning shift from 6am ET / 3am PT to 2am ET / 11am PT and is completely remote.
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
- 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
- Teamwork
- Innovation
- Inclusion
- Collaborative culture
- Dynamic culture
- Fast-paced culture
- Diversity and inclusion in the workplace
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
