Customer Support Representative

CENTRIC SOFTWARE; Varese; Remoto; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A leading company in the SaaS industry is looking for a Customer Support Representative to join their innovative team. In this role, you will be the main point of contact for customers, addressing inquiries and troubleshooting software issues. You will work closely with technical teams and deliver outstanding service to enhance customer satisfaction. Ideal candidates will have a relevant degree, excellent communication skills, and experience in a tech environment, with fluency in English and Italian being essential for this role.

Competenze

• 1-2 years in customer support or help desk role.
• Experience preferably in a SaaS or tech environment.
• Fluency in English and Italian; other languages are a plus.

Mansioni

• Respond to customer inquiries via email, chat, or calls professionally.
• Troubleshoot software-related issues and escalate complex problems.
• Educate customers on product features and best practices.

Conoscenze

Excellent communication

Problem-solving

Technical aptitude

Customer focus

Organizational skills

Formazione

Bachelor’s degree in computer science, business, IT, or related field

Strumenti

Zendesk

Jira

Salesforce

Descrizione del lavoro

We are seeking a Customer Support Representative to join our team and serve as the main point of contact for customers seeking assistance with our AI-based Planning & Pricing SaaS platform. In this role, you will troubleshoot issues, provide solutions, and ensure an excellent customer experience. You will collaborate closely with technical teams to resolve complex problems while maintaining a customer-first approach.

About The Team

Centric is aggressively penetrating the fashion / sports, beauty, and home markets with solutions in Product Lifecycle Management, Market Intelligence & Trends, as well as Planning & Pricing.

The Centric Planning & Pricing Business Unit is a fast-growing, fast-paced team, with many exciting opportunities for the entrepreneurial-spirited individual who wants to be a part of the most innovative AI-based pre- & in-season planning & pricing solutions in the industry. Our platform supports business-critical processes, such as assortment planning, allocation & replenishment, and price optimization, ensuring our customers maximize revenue and efficiency.

This team requires a real sense of initiative and autonomy to deal with everyday situations. The ability to deal with customers and handle customer situations will be key.

Responsibilities :

• Customer Support Operations :

Respond to customer inquiries via email, chat, or calls in a timely and professional manner.

• Provide accurate, step-by-step solutions to common problems, ensuring customers feel supported and informed.

Troubleshoot software-related issues and escalate complex problems to the appropriate teams (e.g., professional service, customer success, product support, dev ops).

• Monitor and follow up on escalated tickets to ensure timely resolution.
• Knowledge sharing :

Educate customers on product features, best practices, and workflows to maximize their experience.

• Maintain and update the internal knowledge base and external help center documentation.
• Customer experience :

Act as a customer advocate, ensuring that feedback and recurring issues are communicated to the product and success teams.

• Deliver exceptional service, aiming to exceed customer satisfaction goals.
• Performance metrics :

Meet or exceed key performance indicators (KPIs) such as # of tickets created, first response time, resolution time, and customer satisfaction (CSAT) scores.

What You Bring :

• Experience & Education :

1-2 years in a customer support, service desk, or help desk role, preferably within a SaaS or tech environment.

• Bachelor’s degree in computer science, business, IT, or a related field (or equivalent experience).
• Skills :

Excellent communication and problem-solving skills.

• Technical aptitude and ability to learn new software quickly.
• Cloud Solutions, Data Integration, Business Intelligence, Supply Chain
• Ability to work in teams and 100% remote
• Familiarity with customer support tools (e.g., Zendesk, Jira, or Salesforce).
• Attributes :

Patient, empathetic, and customer-focused.

• Strong organizational skills and attention to detail.
• Languages :
• English and Italian are a must, other languages such as French, German or Spanish are a plus

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.

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