[Hiring] Customer Support Specialist @Centric Software

Role Description

We are looking for a Customer Support Specialist to be a main point of contact for customers using our AI-powered Retail Planning and Pricing SaaS platform. You’ll troubleshoot issues, guide customers through solutions and work with technical teams to resolve more complex problems. Your focus will be a responsive, informed and positive customer experience for a platform that supports business-critical retail processes.

What You Will Do

• Respond to customer enquiries by email, chat and phone in a timely and professional manner.
• Provide accurate, step-by-step guidance that keeps customers informed and supported.
• Troubleshoot software issues and escalate complex cases to Professional Services, Customer Success, Product Support or DevOps as appropriate.
• Monitor escalated tickets and follow up to ensure timely resolution.
• Educate customers on product features, workflows and best practices.
• Maintain the internal knowledge base and external help centre documentation.
• Act as a customer advocate, sharing feedback and recurring issues with Product and Customer Success teams.
• Meet or exceed support performance measures, including ticket volumes, first response time, resolution time and customer satisfaction scores.

Qualifications

• 3-5 years of experience in customer support, service desk or help desk work, preferably in SaaS or technology.
• A degree in computer science, business, IT or a related field, or equivalent experience.
• SQL skills.
• Excellent communication and problem-solving skills, with strong technical aptitude and the ability to learn software quickly.
• Knowledge of cloud solutions, data integration, business intelligence and supply chain concepts.
• Familiarity with support tools such as Zendesk, Jira or Salesforce.
• Strong organisation and attention to detail, with a patient, empathetic and customer-focused approach.
• Ability to collaborate effectively in a fully remote team.
• Strong English communication skills.

Additional Experience

• The following would be an advantage:
• Python or JavaScript skills.
• Additional languages such as German, Italian, French or Spanish.

Benefits

• The anticipated base salary range for this position is $80,000 - $110,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.
• This position may also be eligible for a bonus.
• Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.