Customer Support Specialist

Summary

Join Centric Software as a Customer Support Specialist and become the primary point of contact for customers using our AI-driven Planning & Pricing SaaS platform. You will troubleshoot issues, provide solutions, and ensure a seamless customer experience. Collaborate with technical teams to resolve complex problems while maintaining a customer-first approach. This role requires initiative and autonomy in handling customer issues and providing best-in-class support. The position involves working remotely and requires strong communication and problem-solving skills. You will also contribute to knowledge base updates and act as a customer advocate.

Requirements

• 2-4 years in customer support, service desk, or help desk roles, preferably within a SaaS or tech environment
• Bachelor’s degree in Computer Science, Business, IT, or a related field (or equivalent work experience)
• Strong problem-solving and technical aptitude, with the ability to learn new software quickly
• Ability to support and troubleshoot replenishment and pricing systems, preventing operational downtime
• Familiarity with customer support tools like Zendesk, Jira, Salesforce
• Ability to monitor, improve, and manage SLA-driven processes, particularly in replenishment and pricing workflows
• Understanding of data-driven insights and their role in optimizing pricing strategies
• Ability to adapt as customer reliance on replenishment and pricing processes grows
• Strong communication skills, with a patient and customer-focused approach
• Highly organized with great attention to detail
• Ability to work remotely and collaborate across teams
• English (Required)
• SQL (Required)

Responsibilities

• Respond promptly to customer inquiries via email, chat, or calls in a professional manner
• Offer clear, step-by-step solutions to common issues, ensuring customers feel informed and supported
• Troubleshoot software-related problems and escalate complex cases to specialized teams (Professional Services, Customer Success, Product Support, DevOps)
• Monitor escalated tickets and follow up to guarantee timely resolutions
• Educate customers on product features, best practices, and workflows to enhance their experience
• Maintain and update the internal knowledge base and external help center documentation
• Act as a customer advocate, communicating recurring issues and feedback to the Product and Customer Success teams
• Strive for exceptional service, aiming to exceed customer satisfaction (CSAT) and engagement metrics
• Meet or exceed key performance indicators (KPIs), including: Number of tickets created, First response time, Resolution time, Customer satisfaction (CSAT) scores

Preferred Qualifications

• Experience with Cloud Solutions, Data Integration, Business Intelligence, and Supply Chain processes is a plus
• German, Italian, French, or Spanish (Plus)
• Python, JavaScript (Plus)