Customer Support Analyst - Morning Shift
Centrl
- New York, New York, United States
- New York, New York, United States
Über
Position Overview:
As a member of a customer support team, you will become a product expert, addressing technical and functional queries, troubleshooting customer issues, and ensuring high service standards are met.
Full-time / Contract-to-Hire
This position is a remote role from 3:00 AM - 11:00 AM PST / 6:00 AM - 2:00 PM EST. Preferred Candidates are located near 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 enhance the 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, going beyond the obvious to satisfy the customer
Previous experience working with or supporting SaaS products
Self‑starter, working as a hybrid team member
Willing to 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 401(K), medical, dental, and vision plans for you and your family
Generous PTO
CENTRL is an equal‑opportunity employer 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
Hinweis für Nutzer
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