Customer Support Specialist

About Centric Software:

Customer Support Specialist

About the Team

About the Role

What You Will Do

• 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 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.

What You Bring

• 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.
• Additional Experience
• The following would be an advantage:
• Python or JavaScript skills.
• Additional languages such as German, Italian, French or Spanish.
• Why Join Us
• Join a global team working at the intersection of retail, enterprise software and applied AI. You’ll have the opportunity to contribute to business-critical customer outcomes, develop your expertise and collaborate with colleagues across our combined Retail Planning and Pricing team.
• Compensation and Benefits The anticipated base salary range for this position is $80,000 - $110,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location. This position may also be eligible for a bonus. Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.
• Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.

Qualifications

• 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.
• Additional Experience
• Python or JavaScript skills.
• Additional languages such as German, Italian, French or Spanish.
• Why Join Us
• Join a global team working at the intersection of retail, enterprise software and applied AI. You’ll have the opportunity to contribute to business-critical customer outcomes, develop your expertise and collaborate with colleagues across our combined Retail Planning and Pricing team.
• Compensation and Benefits
• The anticipated base salary range for this position is $80,000 - $110,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.
• Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.

Preferred Qualifications

• This position may also be eligible for a bonus. Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.