Enterprise SaaS Support Analyst - Remote, Morning Shift

CENTRL, Inc.; Mountain View (CA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

CENTRL, Inc. is seeking a product support specialist to become a product expert who solves issues for our Enterprise B2B SaaS platform while maintaining high customer service standards. This morning shift from 6am ET / 3am PT to 2am ET / 11am PT and is fully remote.

You will develop support processes, respond to technical requests from enterprise clients, troubleshoot with engineering, and provide insights for product improvements while helping grow customer-success metrics.

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

Communication

Time management

Education

Bachelor's degree or equivalent

Tools

Zendesk Support Suite

Job description

CENTRL, Inc. is seeking a product support specialist to become a product expert who solves issues for our Enterprise B2B SaaS platform while maintaining high customer service standards. This morning shift from 6am ET / 3am PT to 2am ET / 11am PT and is fully remote.

You will develop support processes, respond to technical requests from enterprise clients, troubleshoot with engineering, and provide insights for product improvements while helping grow customer-success metrics.