Customer Support Analyst

CENTRL Inc

. Develop Customer Support processes for a rapidly growing organization and team .

Posted 10/9/2026contractMountain View • California • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Support processes for SaaS applications, with a strong focus on troubleshooting, technical support, and process improvement. Proficient in managing customer engagement and providing insights for product enhancements.

Highest-signal resume keywords

SaaS Application SupportTechnical AptitudeProblem-Solving SkillsZendesk Support SuiteCustomer Engagement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Support ProcessesTroubleshootingApplication SupportConfiguration RecommendationsWorkflow RecommendationsMetrics DevelopmentProcess Improvement

Soft Skills

Planning SkillsOrganization SkillsCommunication SkillsTime Management

Tools & Technologies

Zendesk Support Suite

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

SaaS ProductsCustomer ExperienceKnowledge Base Management

About the role

Key responsibilities & impact

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 workflow 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
Help manage the internal Knowledge Base and production documentation
Identify and suggest process improvements to improve customer experience

Requirements

What you’ll need

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
Self-starter comfortable working as a hybrid team member
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

Benefits

Comp & perks

Equal opportunity employer committed to diversity and inclusion
Benefits, compensation, training, and apprenticeship are referenced as employment practices, but no specific benefits are described