Operations Documentation and Process Consultant
Personified
Cyber Security
Customer Support Analyst
CENTRL Inc
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteJob 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
- Ability to work effectively in a remote role
- 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 remote 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
