Customer Support Specialist

Job title: Customer Support Specialist in USA at Centric Software
Company: Centric Software
Job description: Job Title:Customer Support Specialist
Location:Remote
Compensation: $70,000About 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.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.Powered by JazzHR
Expected salary: $70000 per year
Location: USA
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