Customer Support Analyst

Job Description:

• Develop customer support processes for a rapidly growing organization and team
• Respond to product functionality and technical support requests from enterprise business clients
• Provide application support, functionality guidance, configuration and flow recommendations, and technical answers
• Troubleshoot user issues, identify causes, and recommend remedies
• Work with internal engineering teams as necessary
• Provide feedback and analysis to the product development team on product enhancements and improvements
• Develop website/application adoption, usage, and customer support metrics and analytics
• Manage the internal Knowledge Base and production documentation
• Identify and suggest process improvements to improve customer experience

Requirements:

• Bachelor's degree or equivalent practical experience
• 1–3 years of experience in customer service for SaaS application support
• Excellent technical aptitude and comfort learning new applications and software tools
• Excellent problem-solving skills
• Previous experience working with or supporting SaaS products
• Willingness to 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
• Ability to work the morning shift from 6am ET / 3am PT to 2am ET / 11am PT

Benefits:

• Equal opportunity employer committed to diversity and inclusion
• Training and apprenticeship opportunities
• Collaborative, dynamic, fast-paced, and inclusive culture
• Completely remote work arrangement