Customer Support Analyst – Morning Shift

Title: Customer Support Analyst – Morning Shift ( Remote)

Location: Remote (any location)

Type: Full-Time

Category: Customer Service

Full-Time Job Description:

In this role you will be a product support specialist who solves issues on our customer’s behalf supporting our Enterprise B2B SaaS platform.

For candidates interested in a 5 am ET / 4 am CT / 2 am PT TO 1 pm ET / 12 pm CT / 10 am PT primary schedule

In this role you will be part of a team supporting our Enterprise B2B SaaS platform. As a product support specialist, you will become a product expert who solves issues on our customer’s behalf and ensure that high customer service standards are met.

Looking for talented, professional, and technology skilled individuals.

Perfect for recent college grads, an individual starting off in their career or career change.

Job Responsibilities

• 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

Minimum Qualifications

• Bachelor’s degree or equivalent practical experience.
• 1-3 years of experience in customer service for application support
• Ability to work effectively in a remote role
• Must be able to work in the below shift:
  • 5am to 1pm (Eastern) / 4am to 12pm (Central) / 2am to 10am (Pacific)

Preferred Qualifications

• Excellent technical aptitude and comfortable with learning new applications and software tools
• Excellent problem-solving skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer
• 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

Other

• CENTRL is headquartered in the San Francisco Bay Area and NYC. This remote position is best for applicants in the Eastern or Central time zones