Remote SaaS Customer Support Specialist - AI Retail

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. This fully remote role supports North America, troubleshooting issues, guiding customers through solutions and coordinating with technical teams to resolve complex problems.

Ideal candidates have 3-5+ years in SaaS customer support, a degree or equivalent experience, and strong SQL, communication, and problem-solving skills.

Qualifications

• 3-5+ years in customer support or help desk in SaaS/tech.
• Degree or equivalent experience as stated in the job description.
• SQL skills.
• Strong English communication.
• Knowledge of cloud solutions, data integration, BI and supply chain concepts.
• Familiarity with Zendesk, Jira, Salesforce.

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 appropriate teams.
• 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 with Product and Customer Success teams.
• Meet or exceed support performance measures (ticket volumes, first response time, resolution time, customer satisfaction).

Skills

SQL

Customer support

Communication skills

Remote collaboration

SaaS knowledge

Education

Degree in CS/IT or related field

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. This fully remote role supports North America, troubleshooting issues, guiding customers through solutions and coordinating with technical teams to resolve complex problems.

Ideal candidates have 3-5+ years in SaaS customer support, a degree or equivalent experience, and strong SQL, communication, and problem-solving skills.