Support Analyst, term-(Hybrid

Job Summary

Central 1 is looking for a Support Analyst 1 to join the team. In this role, you will provide frontline customer support by responding to client inquiries through phone, email, ticketing systems, and fax. You will also be responsible for fulfilling routine service requests and managing assigned incidents to ensure timely resolution and excellent client service.

• Respond to customer inquiries and issues through phone, email, and the ticketing system.
• Manage incidents by gathering information, performing initial troubleshooting, and resolving routine issues.
• Escalate more complex issues to Support Analyst 2 or technical teams when needed.
• Meet established service level agreements (SLAs).
• Manage service requests, change requests, and other client support needs through the tracking system.
• Monitor requests to ensure timely and efficient resolution while meeting SLAs.
• Act as a client advocate by working with operational and technical teams to resolve service issues and support the successful implementation of changes.
• Collaborate with Payments and DBPX support teams on technical and operational issues, as well as new or upgraded products.
• Provide clients with information and guidance on new products and services.
• Recommend improvements to systems and processes to enhance the efficiency and effectiveness of client support.
• Maintain up‑to‑date knowledge of products, applications, and Central1’s hosting environment, including updating support documentation and wiki procedures.
• Perform additional duties as needed to deliver exceptional client service and support Central1’s business goals.

• Community college diploma in Computer Science, Business Administration, or a related discipline with an IT focus (or equivalent combination of education and experience).
• Minimum 3 years of relevant customer service experience, preferably within financial services.
• Strong knowledge of client support service principles, methodologies, tools, and techniques.
• Ability to gather information, diagnose, and analyze technical and non‑technical issues.
• Capable of providing effective solutions and support to clients as required.
• Well‑developed analytical, problem‑solving, organizational, and time‑management skills.
• Strong verbal and written communication skills with clients, technical teams, and colleagues.
• Ability to work within schedules and adapt to changing priorities and business needs.
• Excellent customer service and interpersonal skills.

• Work‑life flexibility; hybrid work environment.
• Variable annual incentive plan.
• Generous annual vacation allotment.
• Top‑notch flexible benefits plan including family building and gender affirmation.
• Retirement Plan, matched contributions at 6%.
• Access to a learning platform and educational assistance support.
• Access to a virtual wellness platform.
• Career development opportunities.
• Wellness Flex Fund to support personal interest and activities.
• Day off to volunteer in your community and other paid time off options.
• Corporate discounts (subject to employment agreement).
• Salary range: $50,000–$58,000.

Central1 does not use Artificial Intelligence (AI) technology to screen, assess, or select applicants during its recruitment process.

Central1 is an equal‑opportunity employer and is committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. The organization provides an accessible candidate experience, including accommodations to interview sites and alternate formats upon request.