Remote SaaS Customer Support Specialist

Centric Software; California City (CA); Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off

Job summary

Centric Software is seeking a Customer Support Specialist for its Retail Planning and Pricing SaaS platform. You’ll be the main point of contact for customers across North America, troubleshooting issues, guiding solutions and collaborating with technical teams to resolve complex problems.

You’ll help maintain knowledge bases, educate users on features, and strive to deliver a responsive, informed customer experience in a fully remote team environment.

Qualifications

• 3-5+ years of experience in customer support, service desk or help desk, 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.

Responsibilities

• 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.

Skills

Customer support

Communication

Problem solving

Technical aptitude

English proficiency

Remote collaboration

Education

Bachelor's degree in CS/IT/Business

Tools

Zendesk

Jira

Salesforce

Job description

Centric Software is seeking a Customer Support Specialist for its Retail Planning and Pricing SaaS platform. You’ll be the main point of contact for customers across North America, troubleshooting issues, guiding solutions and collaborating with technical teams to resolve complex problems.

You’ll help maintain knowledge bases, educate users on features, and strive to deliver a responsive, informed customer experience in a fully remote team environment.