Customer Support Analyst

Summary

Join CENTRL as a Product Support Specialist supporting our Enterprise B2B SaaS platform! You will be a key member of a team solving customer issues and ensuring high service standards. This role is perfect for recent grads or career changers and involves developing support processes, responding to technical requests, troubleshooting issues, and collaborating with engineering and product teams. The position requires a Bachelor's degree or equivalent experience, 1-3 years in application support customer service, and the ability to work remotely on a specific shift. The ideal candidate possesses excellent technical aptitude, problem-solving skills, and experience with SaaS products.

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 shift: 5am to 1pm (Eastern) / 4am to 12pm (Central) / 2am to 10am (Pacific)

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
• 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 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