Customer Support Analyst

CENTRL Inc

. Develop customer support processes for a rapidly growing organization and team .

Posted 10/9/2026contractRemote • California • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support processes for SaaS applications, with a strong focus on troubleshooting, technical support, and process improvement. Proficient in managing documentation and analytics to enhance customer experience and product functionality.

Highest-signal resume keywords

SaaS Application SupportTechnical AptitudeProblem-Solving SkillsZendesk Support SuiteCustomer Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ProcessesApplication SupportTroubleshootingConfiguration RecommendationsMetrics Development

Soft Skills

Planning SkillsOrganizational SkillsCommunication SkillsTime Management

Tools & Technologies

Zendesk Support Suite

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

SaaS ProductsCustomer ExperienceProduct EnhancementsKnowledge 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 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

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
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

Comp & perks

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