Tier 2 Customer Support Analyst

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