CENTRL Inc

Customer Support Analyst

CENTRL Inc

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Job Level

Junior

Tech Stack

Cyber Security

About the role

  • 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

Requirements

  • Bachelor's degree or equivalent practical experience
  • 1-3 years of experience in customer service for SaaS application support
  • Excellent technical aptitude and comfortable with learning new applications and software tools
  • Excellent problem-solving skills
  • Previous experience working with or support SaaS products
  • Self-starter, working as hybrid 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
  • Company equity
  • Comprehensive benefits package including 401K, medical, dental, and vision plans for you and your family
  • Generous PTO
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS application supporttroubleshootingmetrics & analyticsprocess improvements
Soft Skills
problem-solvingplanningorganizationcommunicationtime managementcustomer engagement
Certifications
Bachelor's degree