Hybrid Enterprise SaaS Support Analyst for B2B Clients

CENTRL; Mountain View (CA); Hybride; USD 65 000 - 95 000; Plein temps

Résumé du poste

CENTRL is a leading risk and compliance technology company providing AI powered SaaS solutions for financial institutions. The role focuses on supporting our Enterprise B2B platform as a product expert, handling customer inquiries, troubleshooting, and collaborating with engineering to enhance the product.

The position is hybrid, based in Mountain View, CA, with three days onsite per week, and requires 1–3 years of SaaS customer support experience plus a Bachelor’s degree or equivalent.

Qualifications

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

Responsabilités

• 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

Connaissances

Customer service

SaaS support

Technical aptitude

Problem-solving

Formation

Bachelor's degree or equivalent practical experience

Outils

Zendesk Support Suite

Description du poste

CENTRL is a leading risk and compliance technology company providing AI powered SaaS solutions for financial institutions. The role focuses on supporting our Enterprise B2B platform as a product expert, handling customer inquiries, troubleshooting, and collaborating with engineering to enhance the product.

The position is hybrid, based in Mountain View, CA, with three days onsite per week, and requires 1–3 years of SaaS customer support experience plus a Bachelor’s degree or equivalent.