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

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.