Remote SaaS Support Specialist, Retail Planning & Pricing

Centric Software, Inc.; United States; Remote; USD 80.000 - 110.000; Vollzeit

Zusammenfassung

Centric Software, Inc. is seeking a Customer Support Specialist for our AI-powered Retail Planning and Pricing SaaS platform. You will be the main point of contact for customers, troubleshoot issues and collaborate with technical teams to resolve complex problems, delivering a responsive and informed customer experience.

The role emphasizes proactive guidance, knowledge sharing, and maintaining high satisfaction as part of a fully remote, cross-functional team across North America.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer support experience

SQL skills

Excellent communication

Cloud solutions knowledge

Full remote collaboration

Strong English communication

Ausbildung

Degree in Computer Science or related field

Tools

Zendesk

Jira

Salesforce

Jobbeschreibung

Centric Software, Inc. is seeking a Customer Support Specialist for our AI-powered Retail Planning and Pricing SaaS platform. You will be the main point of contact for customers, troubleshoot issues and collaborate with technical teams to resolve complex problems, delivering a responsive and informed customer experience.

The role emphasizes proactive guidance, knowledge sharing, and maintaining high satisfaction as part of a fully remote, cross-functional team across North America.