Job details

Tier 2 Customer Support Analyst

At Center, we’re building forward-looking technology to simplify how people work. Our transformative expense management solution is purposely built and offers three important advantages: it eliminates expense reporting for employees, radically reduces the amount of time needed to process expenses in the finance department, and offers real-time reporting and insights to drive cost-savings, analyze trends, and hit budget targets.

The Center team believes that great businesses are built by people who share common values. For us that means a passion for invention, a deep commitment to the customer, integrity, and operating with a sense of care and respect for one another. Working at Center you'll be joining a team that is intellectually curious, has a high degree of personal ownership and accountability, and values teamwork and collaboration.

Why Center?

Center is a hyper-growth SaaS company backed by the co-founder of Concur. We constantly strive to create an environment that allows our employees to thrive and do great work. We are a distributed workforce and have two amazing workspaces in Bellevue, WA and Minneapolis, MN.

As a Customer Support Analyst, you will be 100% focused on servicing our customers and building their trust in every interaction. You will engage with our customers through a variety of channels including phone, video, chat, email, and case notification. We are seeking an empathetic and dedicated professional focused on listening to our customers and solving their needs in an urgent manner.

You Will Have the Opportunity To:

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

What You Will Bring to the Role:

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
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
Credit Card/Payment experience is a plus

Personal Attributes:

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
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
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
Credit Card/Payment experience is a plus

$65,000 - $72,500 a year

We offer an excellent compensation package for all Center employees. This includes competitive salary, performance bonus, generous paid time off, comprehensive health benefits and 401(k) participation.

The Tier 2 Customer Support Analyst pay transparency salary range is $65k-$72,500k annually plus up to 8% bonus and equity. In addition, Center offers a Self-Managed PTO plan, 9 Paid Holiday’s, Paid Parental Leave, Commuter Stipend, and health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k).

Why Center?

· Backed by the co-founder of Concur

· All team members have the opportunity to make a critical impact at an early stage business

· An experienced management team that understands the space and knows how to build high performing teams

· Ownership through stock option grants

· Competitive base salary compensation package

· Comprehensive health insurance plan

· Flexible, self-managed PTO policy

· 401k program

· Great co-workers and a collaborative team that is passionate about helping every business to get the most out of every dollar they spend!

Center is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Average salary estimate

$68750 / YEARLY (est.)

min

max

$65000K

$72500K

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What You Should Know About Tier 2 Customer Support Analyst, Center

Are you looking for an exciting opportunity to join a dynamic team as a Tier 2 Customer Support Analyst at Center? We're on a mission to revolutionize how businesses manage expenses, making it seamless and stress-free. At Center, we believe that a great company thrives on strong values, and that’s why we cultivate a workplace filled with passion, integrity, and collaboration. As a Tier 2 Customer Support Analyst, you’ll engage with our customers directly, lending your expert support through various communication channels like phone, chat, and email, all while building trust with each interaction. You'll troubleshoot issues, propose solutions, and advocate for our customers’ needs, all while documenting incidents thoroughly in our ticketing system. We value empathy, quick thinking, and a willingness to learn. You'll need at least 3 years of multi-channel service or support experience, and a knack for multitasking will serve you well in this role. Your contributions will help us enhance our customer experience by effective problem solving, creating knowledge base articles, and collaborating with our Product and Engineering teams to suggest improvements. Plus, as part of our remote-first company, you will have the flexibility of working from Minneapolis, MN, or anywhere you desire. Join us at Center, where your role matters and where you'll have the opportunity to make a significant impact.

Frequently Asked Questions (FAQs) for Tier 2 Customer Support Analyst Role at Center

What are the responsibilities of a Tier 2 Customer Support Analyst at Center?

As a Tier 2 Customer Support Analyst at Center, your primary responsibilities will include fielding incoming requests from users, engaging with customers via various channels, troubleshooting issues to determine root causes, maintaining detailed documentation of support incidents, and advocating for customers throughout their experience. You'll also partner with internal teams to provide comprehensive support and assist in creating knowledge base articles to streamline common inquiries.