Customer Support Analyst

Customer Support AnalystCENTEGIX® is the leader in rapid incident response safety solutions, protecting more than 18 million people across 18,000+ locations in all 50 states. The CENTEGIX Safety Platform®, including CrisisAlert™ wearable panic buttons, Safety Blueprint® critical incident mapping, Visitor Management, and Reunification, gives organizations the tools to plan for and respond to any emergency, from the everyday to the extreme. CENTEGIX serves K-12 and higher education, healthcare, government, commercial, and public safety organizations nationwide.Purpose:You have the opportunity to make a real difference! Join a passionate, technology-savvy team with a truly life-saving mission. As a Customer Support Analyst, you are the face of CENTEGIX™ and will be the primary contact for our customers. This role requires a unique blend of user education, guiding the customer through using the product, and technical troubleshooting to diagnose and resolve problems with urgency. As an ideal candidate, you are passionate about putting the customer first. You are outgoing, organized and provide top-notch service to our customers on the phone, email or chat.Position Responsibilities:Respond to customer inquiries via phone, email, and live chat with professionalism, clarity, and speed.Guide users through software navigation, system settings and configurations.Diagnose and resolve software issues, user access problems, and general use issues. Clarifying the customer's issue, identifying the cause and implementing the appropriate solution to ensure first contact resolution.Document complex technical issues thoroughly and escalate them to tier-2 support teams with all necessary context.Maintain accurate logs of customer interactions, feature requests, and resolution steps in support cases.Assist with new or RMA equipment orders.Schedule Field Services appointments and coordinate site access with customersConsistently achieve Case and Call SLA targetsWork with your Supervisor to improve internal or customer facing support articles to ensure a quality customer experience.Requirements:Experience: 1–3 years of experience in a customer support, technical helpdesk, or application support role, preferably within a SaaS (Software as a Service) environment.Communication: Exceptional verbal and written communication skills with a proven ability to explain complex technical concepts to non-technical users.Problem-Solving: Sharp critical thinking skills to investigate, reproduce, and resolve software issues efficiently. Ability to follow troubleshooting SOPs.Experience with Microsoft 365 Suite and/or Google WorkspaceAbility to multi-task, prioritize and manage time effectivelyWhat's in it for you?Hybrid work environment; Tuesday thru Thursday in-officeParticipation in company wide discretionary bonusUncapped commission potential (SALES ONLY)Fifteen days of PTO plus twelve company holidaysThree days of paid Sick Leave and one floating holidayMonthly device(s) reimbursementUp to $2500/year reimbursement for eligible education expensesWe offer a range of Healthcare plans to meet your needs (medical, dental, vision)401(k) Plan with 4% employer contribution to help you plan for the futureEmployee Referral BonusCharitable Program MatchRecruitment Process & Fraud PreventionCENTEGIX job opportunities may be advertised on our careers page as well as trusted job boards such as Indeed and LinkedIn. All applications are processed through our official applicant tracking system.If you are contacted regarding an opportunity with CENTEGIX, verify that communications come from an email address ending in @centegix.com.CENTEGIX recruiters may also connect with candidates through LinkedIn. We encourage candidates to review recruiter profiles and confirm they are listed as current CENTEGIX employees.As part of our hiring process:Applications will be reviewed and managed through our official recruiting processInterviews will be conducted by CENTEGIX employeesCENTEGIX will never ask candidates for payment, gift cards, cryptocurrency, banking information, or financial account details during the recruiting processOfficial offer letters will only be extended following a completed interview processEqual Employment OpportunityCENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate