Remote SaaS Support Specialist for Retail AI Platform

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

Job summary

Centric Software is a global leader offering an AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers. We seek a Customer Support Specialist to be the primary contact for users of our Retail Planning and Pricing SaaS platform.

You will respond to inquiries by email, chat, and phone, guide customers through solutions, troubleshoot issues and coordinate with cross-functional teams to ensure a smooth, proactive support experience.

Qualifications

• 3-5+ years of experience in customer support in SaaS.
• Degree in computer science, IT or related field, or equivalent experience.
• SQL skills.
• Strong communication and problem-solving skills.
• Familiarity with cloud, data integration, BI and supply chain.

Responsibilities

• Respond to customer inquiries 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

SQL

Cloud concepts

Problem solving

English communication

Education

CS/IT degree or related field

Equivalent experience

Tools

Zendesk

Jira

Salesforce

Job description

Centric Software is a global leader offering an AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers. We seek a Customer Support Specialist to be the primary contact for users of our Retail Planning and Pricing SaaS platform.

You will respond to inquiries by email, chat, and phone, guide customers through solutions, troubleshoot issues and coordinate with cross-functional teams to ensure a smooth, proactive support experience.