Customer Support Analyst - Day Shift

CENTRL, Inc.; Mountain View, Northern (CA, KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

CENTRL, Inc. is seeking a product support specialist to act as product expert, solving issues for enterprise SaaS customers and maintaining high service standards. This hybrid role requires three days on-site in Mountain View, CA, 9:00 – 5:00 PT.

You will help develop support processes, respond to requests, troubleshoot with engineering, and provide feedback to product teams. Bachelor's degree and 1–3 years SaaS support experience preferred.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 1-3 years of experience in customer service for SaaS application support.

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.

Skills

Technical aptitude

Problem-solving

SaaS support

Hybrid work

Zendesk experience

Education

Bachelor's degree or equivalent

Tools

Zendesk Support Suite

Job description

CENTRL is a leading risk and compliance technology company that provides AI powered enterprise-grade risk, due diligence, cyber security and privacy management solutions to financial institutions worldwide. Our clients include some of the largest banks and investment management firms across the Americas, Europe and APAC. Headquartered in Silicon Valley, CENTRL has regional offices in New York, India, and the United Kingdom. Established in 2015, CENTRL is a high-growth, venture backed SaaS firm leading the way in innovative generative AI solutions to manage third party risk and due diligence.

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

Position Overview:

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.
This position is a hybrid role, 3 days a week in our Mountain View office, from 9:00 - 5:00PM PT.

Job Responsibilities

** Required

• 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 SaaS application support

Preferred Qualifications

** Optional (Highly Recommended)

• 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 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

CENTRL’s platform helps banks, financial institutions, asset owners, managers and other companies with risk oversight. We believe that people do their best in a culture that encourages teamwork, innovation, and inclusion. These values serve as the foundation of our culture, which is collaborative, dynamic, fast-paced, and drives our obsession in delighting our clients.

We live and breathe these values every day. And together, we’re committed to help solve real business challenges with CENTRL technology.

CENTRL is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. CENTRL makes hiring decisions based solely on qualifications, merit, and business needs at the time.