Offer summary

Qualifications:

2-4 years of experience in customer support or help desk roles, preferably in a SaaS environment., Bachelor’s degree in Computer Science, Business, IT, or a related field, or equivalent work experience., Strong problem-solving skills and technical aptitude, with the ability to learn new software quickly., Familiarity with customer support tools like Zendesk, Jira, and Salesforce is a plus..

Key responsibilities:

Respond promptly to customer inquiries via email, chat, or calls in a professional manner.

Troubleshoot software-related problems and escalate complex cases to specialized teams as needed.

Educate customers on product features and maintain the internal knowledge base for support documentation.

Act as a customer advocate, communicating feedback to the Product and Customer Success teams to enhance customer satisfaction.

Job description

Job Title:           Customer Support Specialist
Location:            Remote
Compensation:    $70,000

About Centric Software:

Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.

From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With Centric Software, businesses can navigate the complexities of product development with confidence and agility. www.centricsoftware.com

Job Summary
We are seeking a Customer Support Representative to be the primary point of contact for customers requiring assistance with our AI-driven Planning & Pricing SaaS platform. This role involves troubleshooting issues, providing step-by-step solutions, and ensuring a seamless customer experience. You will work closely with technical teams to resolve complex problems while maintaining a customer-first approach.
About The Team
Centric is rapidly expanding into the fashion/sports, beauty, and home markets with industry-leading solutions in Product Lifecycle Management (PLM), Market Intelligence & Trends, and Planning & Pricing.
The Planning & Pricing Business Unit is a fast-paced, innovative team at the forefront of AI-driven pre- & in-season planning and pricing solutions. Our platform optimizes assortment planning, allocation & replenishment, and price optimization, ensuring customers maximize revenue and efficiency.
This role requires initiative and autonomy in handling customer issues effectively and providing best-in-class support.
Responsibilities
Customer Support Operations

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.

Issue Resolution

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.

Knowledge Sharing

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.

Customer Advocacy & Experience

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.

Performance & Metrics

Meet or exceed key performance indicators (KPIs), including:

Number of tickets created
First response time
Resolution time
Customer satisfaction (CSAT) scores

Requirements
Experience & Education

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).

Technical Proficiency

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.
Experience with Cloud Solutions, Data Integration, Business Intelligence, and Supply Chain processes is a plus.
Familiarity with customer support tools like Zendesk, Jira, Salesforce.

Process Optimization & SLA Management

Ability to monitor, improve, and manage SLA-driven processes, particularly in replenishment and pricing workflows.

Market Intelligence Integration

Understanding of data-driven insights and their role in optimizing pricing strategies.

Scalability Considerations

Ability to adapt as customer reliance on replenishment and pricing processes grows.

Soft Skills & Languages

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.
Language skills:

English (Required)
German, Italian, French, or Spanish (Plus)

Programming & Software Skills

SQL (Required)
Python, JavaScript (Plus)

The US base salary range for this full-time position is $70,000.  Our salary ranges are determined by role, level and location.  The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.  Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training.  Please note that the compensation details listed reflect the base salary and certain positions may be offered with additional variable incentives
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.

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.

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