Customer Support Analyst - Morning ShiftCENTRL • Mountain View, California, United States
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Customer Support Analyst - Morning Shift
CENTRL
- Mountain View, California, United States
- Mountain View, California, United States
Über
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.
Full-time / Contract-to-Hire
This position is a remote role from 3:00AM - 11:00AM PST / 6:00AM - 2:00PM EST. Preferred Candidates around Mountain View, CA.
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 SaaS application support
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 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 offers
Competitive salary, performance bonus, and company equity
Comprehensive benefits package including 401K, medical, dental, and vision plans for you and your family
Generous PTO
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.
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Sprachkenntnisse
- English
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