Customer Support Representative

Summary

Join Centric Software as a Customer Support Representative and become the primary point of contact for customers using our AI-based Planning & Pricing SaaS platform. You will troubleshoot issues, provide solutions, and ensure a positive customer experience. Collaborate with technical teams to resolve complex problems while prioritizing customer needs. The role involves responding to customer inquiries, providing solutions, troubleshooting software issues, escalating complex problems, educating customers on product features, and acting as a customer advocate. You will also maintain the internal knowledge base and help center documentation, and meet key performance indicators (KPIs). This position requires strong communication, problem-solving, and technical skills, along with experience in a customer support role within a SaaS or tech environment.

Requirements

• 1-2 years in a customer support, service desk, or help desk role, preferably within a SaaS or tech environment
• Bachelor’s degree in computer science, business, IT, or a related field (or equivalent experience)
• Excellent communication and problem-solving skills
• Technical aptitude and ability to learn new software quickly
• Cloud Solutions, Data Integration, Business Intelligence, Supply Chain
• Ability to work in teams and 100% remote
• Familiarity with customer support tools (e.g., Zendesk, Jira, or Salesforce)
• Patient, empathetic, and customer-focused
• Strong organizational skills and attention to detail
• SQL is a must, Python, JavaScript is a plus

Responsibilities

• Respond to customer inquiries via email, chat, or calls in a timely and professional manner
• Provide accurate, step-by-step solutions to common problems, ensuring customers feel supported and informed
• Troubleshoot software-related issues and escalate complex problems to the appropriate teams (e.g., professional service, customer success, product support, dev ops)
• Monitor and follow up on escalated tickets to ensure timely resolution
• Educate customers on product features, best practices, and workflows to maximize their experience
• Maintain and update the internal knowledge base and external help center documentation
• Act as a customer advocate, ensuring that feedback and recurring issues are communicated to the product and success teams
• Deliver exceptional service, aiming to exceed customer satisfaction goals
• Meet or exceed key performance indicators (KPIs) such as # of tickets created, first response time, resolution time, and customer satisfaction (CSAT) scores

Preferred Qualifications

English is a must, other languages like German, Italian, French, Spanish is a plus