Customer Support Analyst

CENTRL is a quickly growing Silicon Valley technology company focused on Third Party Risk, Due Diligence, CyberRisk, and Security with offices in the SF Bay Area, NY, Australia, and India. CENTRL’s clients include leading companies around the world including several Fortune 500 firms. CENTRL is led by a highly experienced management team with a proven track record and is backed by some of the leading investors such as Providence Strategy Growth and Susquehanna Growth Equity.

In this role, you will be part of our CSA team supporting our Enterprise B2B SaaS platform. As a product support specialist, you are responsible for handling support escalations, troubleshooting issues, identifying solutions for issues on our customer’s behalf, and providing fixes as necessary all along ensuring that high customer service standards are met.

There are two available working times for this position: 8 AM - 4 PM ET and 5 AM - 1 PM ET. This is a fully remote role.

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

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 supporting SaaS products
• Self-starter, working as a remote team member
• Willing to help provide input and insight for new product features & and enhancements
• Strong planning, organization, & and 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 and other companies manage their Fund & Investment, Custodial, & Securities Due Diligence, Third-Party Risk, & Cyber Security, all areas that are ever-changing, growing, and global issues.

CENTRL is a SaaS-based platform, serving companies in multiple verticals and geographies.

At CENTRL, 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 with delighting our customers.

We live and breathe these values every day. Together, we’re committed to helping our customers solve real business challenges with CENTRL technology.