Customer Support Analyst

Summary

Join CENTRL, a leading risk and compliance technology company, as a Product Support Specialist supporting our Enterprise B2B SaaS platform. You will be part of a team solving customer issues, ensuring high customer service standards. Responsibilities include developing support processes, responding to technical requests, troubleshooting, providing product feedback, and managing internal documentation. The ideal candidate possesses 1-3 years of customer service experience in application support, a Bachelor's degree or equivalent, and the ability to work remotely during specified hours. CENTRL offers a competitive salary, benefits package including 401K, medical, dental, vision, and generous PTO. This is a perfect opportunity for recent college graduates or those seeking a career change.

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: 12pm to 8pm (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

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