Remote SaaS Support Specialist - AI-Driven Retail Planning

Centric Software; California; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Paid time off

Job summary

Centric Software is seeking a Customer Support Specialist for our AI-powered Retail Planning and Pricing SaaS platform. You’ll be the main point of contact for customers, troubleshoot issues, guide solutions, and collaborate with technical teams to resolve complex problems in a fully remote North American environment.

You’ll engage via email, chat and phone, educate customers on features and best practices, and maintain knowledge base content to improve support quality and adoption.

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 and ability to learn software quickly.
• Knowledge of cloud solutions, data integration, BI and supply chain concepts.

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 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, including ticket volumes, first response time, resolution time and CSAT scores.

Skills

Customer support

Communication

Technical aptitude

SQL

Cloud & BI

Education

Bachelor's degree in CS/IT or related field

Tools

Zendesk

Jira

Salesforce

Job description

Centric Software is seeking a Customer Support Specialist for our AI-powered Retail Planning and Pricing SaaS platform. You’ll be the main point of contact for customers, troubleshoot issues, guide solutions, and collaborate with technical teams to resolve complex problems in a fully remote North American environment.

You’ll engage via email, chat and phone, educate customers on features and best practices, and maintain knowledge base content to improve support quality and adoption.