Customer Support Analyst

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 Australia 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.

In this role you will be a product support specialist who solves issues on our customers 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 customers 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 preferred hybrid out of our Mountain View CA HQ Office (3 days per week in the office 2 days work-from-home).

Job Responsibilities

** Required

• 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

• Bachelors degree or equivalent practical experience.
• 1-3 years of experience in customer service for SaaS application support
• Ability to work effectively in a hybrid role ( 3 days in office: Tue

Preferred Qualifications

** Optional (Highly Recommended)

• 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

CENTRLs 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 were 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.