Customer Support/Customer Service Representative
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IT/Tech
HelpDesk/Support
Job Description & How to Apply Below
About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We're here to challenge the status quo - and we're looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
Customer Support Specialist Retail Planning and Pricing
Location:
100% Remote across North America
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities. We're here to challenge the status quo - and we're looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.
Our combined Retail Planning and Pricing team brings together business consultants, customer success and support specialists, project managers, architects, and data science and engineering experts. We help retailers and brands connect planning and pricing decisions across the product lifecycle, from pre-season planning and assortment decisions to in-season demand forecasting, allocation, replenishment and price optimisation. Working as a global team, we combine retail expertise with AI-powered technology to help customers improve inventory performance, revenue, margins and operational efficiency.
Aboutthe Role
We are looking for a Customer Support Specialist to be a main point of contact for customers using our AI-powered Retail Planning and Pricing SaaS platform. You'll troubleshoot issues, guide customers through solutions and work with technical teams to resolve more complex problems. Your focus will be a responsive, informed and positive customer experience for a platform that supports business-critical retail processes.
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 elevate complex cases to Professional Services, Customer Success, Product Support or Dev Ops 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.
- 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.
The following would be an advantage:
- Python or JavaScript skills.
- Additional languages such as German, Italian, French or Spanish.
Join a global team working at the…
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