Remote SaaS Customer Support Specialist

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

Job summary

Centric Software is seeking a Customer Support Specialist to be a main contact for customers using our AI-powered Retail Planning and Pricing SaaS platform. You will troubleshoot issues and guide customers through solutions, coordinating with technical teams to resolve complex problems, ensuring a responsive and informed customer experience for critical retail processes.

You will handle inquiries via email, chat and phone, provide step-by-step guidance, educate customers on features, maintain

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.

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 elevate 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

3-5+ years experience

SQL skills

Strong communication

Cloud concepts

Data integration

BI concepts

Remote collaboration

English communication

Education

BS in CS/IT or related

Tools

Zendesk

Jira

Salesforce

Job description

Centric Software is seeking a Customer Support Specialist to be a main contact for customers using our AI-powered Retail Planning and Pricing SaaS platform. You will troubleshoot issues and guide customers through solutions, coordinating with technical teams to resolve complex problems, ensuring a responsive and informed customer experience for critical retail processes.

You will handle inquiries via email, chat and phone, provide step-by-step guidance, educate customers on features, maintain