Tier 2 Customer Support Analyst

closed
Center Logo

Center

πŸ’΅ $65k-$72k
πŸ“Remote - United States

Summary

Join Center, a hyper-growth SaaS company, as a Customer Support Analyst and become a crucial part of a team dedicated to providing exceptional customer service. You will be responsible for handling customer inquiries across multiple channels, troubleshooting issues, and building strong customer relationships. This role requires a Bachelor's degree or equivalent experience, 3+ years in multi-channel support, and strong communication and troubleshooting skills. Center offers a competitive salary, performance bonuses, generous paid time off, comprehensive health benefits, and a 401(k) plan. The company fosters a collaborative and supportive environment where employees have the opportunity to make a significant impact. We are a distributed workforce with workspaces in Bellevue, WA and Minneapolis, MN.

Requirements

  • Bachelor's degree in Business or Information Technology or equivalent work experience
  • Minimum 3+ years of multi-channel service/support experience
  • Effective oral and written communication skills
  • Strong troubleshooting skills
  • Knowledge of cloud products and services
  • Proficient in the use of Microsoft Office suite of software
  • Able to multi-task and effectively manage competing priorities

Responsibilities

  • Field incoming requests and system events from users
  • Engage with the customers via phone, email, chat, and case response
  • Actively listen to customer needs related to incidents or issues and troubleshoot to best determine the root cause of the problem
  • Quickly develop and introduce a solution to the problem
  • Maintain detailed notes and documentation for each support incident in the ticketing system
  • Internally escalate when necessary, to other departments (Product, Engineering, or Account Management)
  • Be an advocate for the customer
  • Build a sense of trust with the customer/cardholder in every interaction
  • Partner with internal and external parties to find solutions for the customer/cardholder
  • Assist customers in implementing solutions
  • Meet all SLAs in a timely manner through a self-driven mindset & deliver on promises to customers
  • Provide exemplary customer service
  • Display a sense of urgency and accountability for the customer/cardholder’s request
  • Present complex ideas both written and verbal that are organized and professional
  • Identify customer needs using common characteristics, use cases, and best practices
  • Demonstrate empathy & responsibility
  • Assist in building a scalable Support organization
  • Create, edit, and publish knowledge base articles that cover common requests and solutions
  • Partner with the Product/Engineering team for suggested product & process enhancements for known issues or high-volume requests
  • Be creative with workarounds and best practices based on limitations of the product
  • Assist in creating processes & documents for onboarding new Support Analysts

Preferred Qualifications

Credit Card/Payment experience

Benefits

  • Competitive salary
  • Performance bonus
  • Generous paid time off
  • Comprehensive health benefits
  • 401(k) participation
  • Self-Managed PTO plan
  • 9 Paid Holiday’s
  • Paid Parental Leave
  • Commuter Stipend
  • Health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k)
  • Ownership through stock option grants
  • Competitive base salary compensation package
  • Comprehensive health insurance plan
  • Flexible, self-managed PTO policy
  • 401k program
This job is filled or no longer available

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