Customer Support Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Design and implement customer support processes for a rapidly expanding organization and its team.

• Address product functionality and technical support inquiries from enterprise business clients.

• Deliver application support, functionality insights, configuration and workflow recommendations, and technical solutions.

• Diagnose user issues, determine root causes, and propose effective solutions.

• Collaborate with internal engineering teams as required.

• Provide constructive feedback and analysis to the product development team regarding product enhancements and improvements.

• Create metrics and analytics for website/application adoption, usage, and customer support.

• Oversee the internal Knowledge Base and production documentation.

• Identify and recommend process enhancements to elevate customer experience.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• 1–3 years of experience in customer service, specifically for SaaS application support.

• Strong technical aptitude and a willingness to learn new applications and software tools.

• Exceptional problem-solving abilities.

• Previous experience with or supporting SaaS products.

• Openness to contribute insights and input for new product features and enhancements.

• Excellent planning, organization, and communication skills.

• Proficient time management, telephone, and customer engagement skills.

• Familiarity with Zendesk Support Suite or similar tools.

• Availability to work the morning shift from 6am ET / 3am PT to 2pm ET / 11am PT.

🏝️ Benefits

• Equal opportunity employer dedicated to promoting diversity and inclusion.

• Opportunities for training and apprenticeships.

• A collaborative, dynamic, fast-paced, and inclusive work culture.

• Fully remote work arrangement.