Customer Support Analyst - Morning Shift

Centrl • Mountain View, CA

1d • Remote

About The Position

CENTRL is a leading risk and compliance technology company that provides AI powered enterprise-grade risk, due diligence, cyber security and privacy management solutions to financial institutions worldwide. Our clients include some of the largest banks and investment management firms across the Americas, Europe and APAC. Headquartered in Silicon Valley, CENTRL has regional offices in New York, India, Australia, and the United Kingdom. Established in 2015, CENTRL is a high-growth, venture backed SaaS firm leading the way in innovative generative AI solutions to manage third party risk and due diligence. In this role you will be a product support specialist who solves issues on our customer’s behalf supporting our Enterprise B2B SaaS platform. Position Overview: 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. Full-time / Contract-to-Hire This position is a remote role from 3:00AM - 11:00AM PST / 6:00AM - 2:00PM EST. Preferred Candidates around Mountain View, CA.

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