Tier 3 Customer Support Analyst, Center
$80-85k
Plus equity
More information about location
Corporate credit card & expense management
Job no longer available
Corporate credit card & expense management
101-200 employees
Job no longer available
$80-85k
Plus equity
More information about location
101-200 employees
Company mission
To empower teams to do more with their spend management.
Role
Who you are
- Education Bachelor's degree in Business or Information Technology or equivalent work experience
- Minimum 3+ years of multi-channel service/support experience
- Effective oral and written communication skills
- Strong troubleshooting skills
- Proven ability to develop and maintain positive working relationships with customers, co-workers and vendors
- Knowledge of cloud products and services
- Proficient in the use of Microsoft Office suite of software
- Able to multi-task and effectively manage competing priorities
- Experience with Credit Card/Payment and/or Expense Management industries is a plus
- Passion for the customer
- Fast learner, with an open mind, and a team-oriented mentality
- Embody empathy & responsibility towards the customer’s experience
- An entrepreneurial spirit: flexible and willing to pitch in where needed
- Ready to have fun, keep perspective and be part of an amazing team
What the job involves
- The Tier 3 Customer Support Analyst plays an essential role in the collaboration between Center’s Customer Experience team and the Product & Software Engineering teams
- Core responsibilities in this role include the management of incidents, product defects and case escalations while also serving as a Subject Matter Expert in select technological areas to support team members and participate/lead internal initiatives
- We are seeking a dedicated professional able to balance relationship management with business and technical acumen
- Effectively manage incident response for production-environment incidents. This includes internal and external communications relative to the incident
- Guide the incident towards root cause detection and resolution by gathering and properly reporting all known details to the product and engineering teams
- Serve as an advocate for the customer by fully understanding and communicating the issue and the impact to their business
- Engage with customers as necessary via phone, email, chat, and case response
- Maintain detailed notes and documentation for each support incident in the ticketing system
- Escalate internally, when necessary, to other departments (Product, Engineering, or Account Management)
- Troubleshoot issues escalated by first and second level support, which may include outbound contact with customers to gather additional information and provide resolution
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- Assist with identification, development and implementation of effective tools and processes across our support model
- Partner with internal and external parties to find solutions
- Assist customers in implementing solutions
- Meet all SLAs in a timely manner through a self-driven mindset & deliver on promises to customers
- Obtain an understanding of operating systems and application operations related to offered services
- Document support-related processes and procedures
- Collect, write and interpret reports
- Demonstrate behaviors consistent with the company’s vision, mission and values in all interactions with customers, co-workers and vendors
- Identify and initiate opportunities for new initiatives or focus areas
- Participate in/Lead internal initiatives that drive the business forward
- Present complex ideas both written and verbal that are organized and professional
- 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
- Create, edit, and publish knowledge base articles that cover common requests and solutions
- Provide coverage as needed. May require some on-call/extended hours at various times in order to meet customer needs
Our take
Center provides companies with a comprehensive expense management platform. It offers a range of solutions including automating expense reporting, streamlining expense management workflows and providing greater visibility into company spending.
The platform's main offering is an integrated corporate card and spend management tool called 'Center Expense' that provides real-time visibility into employee spending. It also automates manual tasks in order to help finance teams stay on top of their work.
As the challenges involved in managing employees' spend continue to grow, what with many workforces turning to remote and hybrid working, Center is dedicated to expanding its offerings in order to keep up with growing demands.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Dec 2023
$30m
SERIES C
Oct 2022
$15m
SERIES B
Total funding: $100m
Company benefits
- Generous paid time off
- Comprehensive health benefits
- 401(k)
Company HQ
West Bellevue, Bellevue, WA
Leadership
Naveen Singh
(Co-Founder & CEO)Alongside Center, they work in Product Development at TouchstoneID.
Steve Singh
(Co-Founder & Executive Chair)Executive Chair for multiple other companies including Direct Travel, TROOP, Stratify Technologies and Magnify. Also Managing Director at Madrona Venture Group.
Share this job