At Centrical, there is nothing more important than the success of our customers. In the Customer Success Group, our trusted experts help our customers to accelerate the adoption, engagement, and performance of their most valuable asset, their people. In collaboration with Sales, Technology & Product, and our Partner community, we bring the full power of Centrical resources to bear to help customers achieve dramatic and sustainable business value.

We are looking for an ambitious customer support representative to join our Customer Success team. The position puts you at the front line of customer technical support – You will be in charge of managing the support work (analyze and prioritize), handling complicated troubleshooting scenarios and escalated tickets, and working with your team to support both Customer and internally-focused projects.

Responsibilities

• Provide excellent customer service to both internal and external clients
• Respond promptly to customer inquiries through our ticket system or via email
• Organize the workflow to meet customer’s time frames and demands
• New feature implementation – Assist Customer Success Managers and Technical Account Managers in implementing application set up according to design specifications
• Maintenance and updating our knowledge center articles
• Recommend process improvements where applicable
• Maintain and grow existing customer business by providing outstanding service and by recognizing and proactively offering appropriate services

Qualifications

• Excellent English verbal and written communication skills
• Experience working with SQL
• Experience working with Zendesk or similar customer service platform
• Excellent time management skills
• Eager to learn with effective self-learning skills
• Understands the importance of high-touch customer service in a B2B environment
• Proactive and accountable
• Enthusiastic self-starter
• Thrives in a collaborative team-based environment
• Strong attention to detail
• In-depth knowledge of Customer Service principles and practices
• Experience communicating and coordinating with internal departments
• Strong problem-solving and analytical skills as well as written and oral communication skills
• Works well in a dynamic, fast-paced work environment