Center (getcenter.com) · 8 hours ago

Tier 2 Customer Support Analyst

Remote (Minneapolis, MN preferred)

Full-time

Remote

Mid Level

$65K/yr - $72K/yr

3+ years exp

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Software Development

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Responsibilities

Field incoming requests and system events from users

Engage with the customers via phone, email, chat, and case response

Actively listen to customer needs related to incidents or issues and troubleshoot to best determine the root cause of the problem

Quickly develop and introduce a solution to the problem

Maintain detailed notes and documentation for each support incident in the ticketing system.

Internally escalate when necessary, to other departments (Product, Engineering, or Account Management)

Be an advocate for the customer

Build a sense of trust with the customer/cardholder in every interaction

Partner with internal and external parties to find solutions for the customer/cardholder

Assist customers in implementing solutions

Meet all SLAs in a timely manner through a self-driven mindset & deliver on promises to customers

Provide exemplary customer service

Display a sense of urgency and accountability for the customer/cardholder’s request

Present complex ideas both written and verbal that are organized and professional

Identify customer needs using common characteristics, use cases, and best practices

Demonstrate empathy & responsibility

Assist in building a scalable Support organization

Create, edit, and publish knowledge base articles that cover common requests and solutions

Partner with the Product/Engineering team for suggested product & process enhancements for known issues or high-volume requests

Be creative with workarounds and best practices based on limitations of the product

Assist in creating processes & documents for onboarding new Support Analysts

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Multi-channel service/support experienceCloud productsMicrosoft Office proficiencyEffective oral communicationEffective written communicationCredit Card/Payment experienceEmpathy towards customers