Hybrid Customer Support Analyst - Enterprise SaaS

CENTRL, Inc.; Mountain View (CA); 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, 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.