CENTRL Inc is hiring a
Customer Support Analyst in United States

Summary

In this role, you will be a product support specialist for CENTRL's Enterprise B2B SaaS platform. Your responsibilities include helping develop customer support processes, responding to technical support requests, performing troubleshooting, providing feedback to the internal product development team, and managing internal knowledge base and production documentation collateral. The minimum qualifications are a Bachelor's degree or equivalent practical experience and 1-3 years of experience in customer service for application support. Preferred qualifications include excellent technical aptitude, problem-solving skills, previous experience with SaaS products, self-starter attitude, strong planning, organization, communication skills, good time management, telephone and customer engagement skills, and experience with Zendesk Support Suite or similar tools. CENTRL offers a competitive salary, performance bonus, company equity, comprehensive benefits package including 401K, medical, dental, and vision plans for you and your family, and generous PTO.

Requirements

• Bachelor's degree or equivalent practical experience
• 1-3 years of experience in customer service for application support
• Ability to work effectively in a remote role
• Must be able to work in the below shifts: 5am to 1pm (Pacific) / 8am to 4pm (Eastern) / 7am to 3pm (Central)

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

Preferred Qualifications

• Excellent technical aptitude and comfortable with learning new applications and software tools
• Previous experience working with or support SaaS products
• Self-starter, working as remote 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

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