Remote SaaS Support Specialist – AI Platform

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

Benefits offered by this job

Medical, dental, vision

Paid time off

Bonus potential

Remote-friendly environment

Job summary

Centric Software, a global AI-enabled product-concept-to-commercialization platform, is seeking a Customer Support Specialist. This remote North America role focuses on delivering responsive support for Retail Planning and Pricing customers using our SaaS platform.

You will troubleshoot issues, guide customers to solutions, and collaborate with Product, Success and DevOps to resolve complex cases while maintaining high satisfaction and performance metrics.

Qualifications

• 3-5+ years in customer support, preferably SaaS or tech.
• Degree in CS, IT, business, or equivalent experience.
• Strong SQL and data concepts; cloud literacy.
• Experience with Zendesk/Jira/Salesforce and remote collaboration.
• Clear communication and problem-solving abilities.

Responsibilities

• Be the main contact for customers via email, chat and phone.
• Provide accurate, step-by-step guidance and resolutions.
• Troubleshoot issues and escalate to appropriate teams as needed.
• Monitor escalations and ensure timely closure.
• Educate customers on features, workflows and best practices.
• Maintain knowledge bases and help center docs.
• Share feedback with Product and Customer Success teams.
• Meet targets for tickets, response time and satisfaction.

Skills

SQL

Cloud solutions

Customer support

Remote collaboration

English proficiency

Education

Bachelor's degree or equivalent in CS/IT/Business

Tools

Zendesk

Jira

Salesforce

Job description

Centric Software, a global AI-enabled product-concept-to-commercialization platform, is seeking a Customer Support Specialist. This remote North America role focuses on delivering responsive support for Retail Planning and Pricing customers using our SaaS platform.

You will troubleshoot issues, guide customers to solutions, and collaborate with Product, Success and DevOps to resolve complex cases while maintaining high satisfaction and performance metrics.