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Customer Support Analyst - Evening Shift (Remote) ID-13827

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.

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In this role you will be a product support specialist who solves issues on our customer's 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 customer's behalf and ensure that high customer service standards are met.

Looking for talented, professional, and technology skilled individuals.

Perfect for recent college grads, an individual starting off in their career or career change.

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



Minimum Qualifications

  • Bachelor's degree or equivalent practical experience.
  • 1-3 years of experience in customer service for application support
  • Ability to work effectively in a remote role
  • Must be able to work in the below shift: 12pm to 8pm (Pacific)



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 support SaaS products
  • Self-starter, working as remote 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

 

If you are a driven and experienced finance professional with a passion for startups and financial analysis, CENTRL is the perfect place for you. We offer a competitive salary, benefits package, and the opportunity to make a significant impact on our company's growth and success.

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, 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, we're 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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