[Hiring] Customer Support Analyst @CENTRL

Role Description

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.

This position is for our morning shift from 6am ET / 3am PT to 2am ET / 11am PT and is completely remote.

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.

Qualifications

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

Requirements

• 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.
• 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.

Company Description

CENTRL is a leading risk and compliance technology company that provides AI powered enterprise-grade risk, due diligence, cyber security and privacy management solutions to financial institutions worldwide. Our clients include some of the largest banks and investment management firms across the Americas, Europe and APAC. Headquartered in Silicon Valley, CENTRL has regional offices in New York, India, and the United Kingdom. Established in 2015, CENTRL is a high-growth, venture backed SaaS firm leading the way in innovative generative AI solutions to manage third party risk and due diligence.

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.

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.