Tier 2 Customer Support Analyst

Summary

Join Center, a hyper-growth SaaS company, as a Customer Support Analyst and become a crucial part of our 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. We offer a competitive salary, performance bonuses, generous PTO, comprehensive health benefits, and a 401(k) plan. Center fosters a collaborative and supportive environment where you can make a significant impact and grow professionally. 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
• Up to 8% bonus
• Equity
• 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