Tier 3 Customer Support Analyst

closed
Center Logo

Center

πŸ’΅ $75k-$85k
πŸ“Remote - United States

Summary

Join Center, a hyper-growth SaaS company, as a Tier 3 Customer Support Analyst and play a crucial role in bridging the gap between the Customer Experience team and Product & Software Engineering teams. You will manage incidents, product defects, and case escalations, serving as a Subject Matter Expert. This role requires strong troubleshooting skills, proficiency in Python and JavaScript, and excellent communication abilities. Center offers a competitive compensation package, including a generous salary, performance bonus, paid time off, comprehensive health benefits, and 401(k) participation. We are a distributed workforce with workspaces in Bellevue, WA and Minneapolis, MN, offering a collaborative and supportive team environment.

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
  • Proficiency in Python and JavaScript
  • Strong understanding of APIs
  • Strong troubleshooting skills
  • Proven ability to develop and maintain positive working relationships with customers, co-workers and vendors
  • 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

  • Effectively manage incident response for production-environment incidents. This includes internal and external communications relative to the incident
  • Guide the incident towards root cause detection and resolution by gathering and properly reporting all known details to the product and engineering teams
  • Serve as an advocate for the customer by fully understanding and communicating the issue and the impact to their business
  • Engage with customers as necessary via phone, email, chat, and case response
  • Maintain detailed notes and documentation for each support incident in the ticketing system
  • Escalate internally, when necessary, to other departments (Product, Engineering, or Account Management)
  • Troubleshoot issues escalated by first and second level support, which may include outbound contact with customers to gather additional information and provide resolution
  • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
  • Assist with identification, development and implementation of effective tools and processes across our support model
  • Partner with internal and external parties to find solutions
  • Assist customers in implementing solutions
  • Meet all SLAs in a timely manner through a self-driven mindset & deliver on promises to customers
  • Obtain an understanding of operating systems and application operations related to offered services
  • Document support-related processes and procedures
  • Collect, write and interpret reports
  • Demonstrate behaviors consistent with the companyΚΌs vision, mission and values in all interactions with customers, co-workers and vendors
  • Identify and initiate opportunities for new initiatives or focus areas
  • Participate in/Lead internal initiatives that drive the business forward
  • Present complex ideas both written and verbal that are organized and professional
  • 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
  • Create, edit, and publish knowledge base articles that cover common requests and solutions
  • Provide coverage as needed. May require some on-call/extended hours at various times in order to meet customer needs

Preferred Qualifications

Experience with Credit Card/Payment and/or Expense Management industries

Benefits

  • Competitive salary
  • Performance bonus
  • Generous paid time off
  • Comprehensive health benefits
  • 401(k) participation
  • Self-Managed PTO plan
  • 8 Paid Holidays
  • Paid Parental Leave
  • Commuter Stipend
  • Health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k)
  • Equity
  • 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