Customer Support Representative

About The Role

We are seeking a Customer Support Representative to join our team and serve as the main point of contact for customers seeking assistance with our AI-based Planning & Pricing SaaS platform.

In this role, you will troubleshoot issues, provide solutions, and ensure an excellent customer experience.

You will collaborate closely with technical teams to resolve complex problems while maintaining a customer-first approach.

About The Team

Centric is aggressively penetrating the fashion / sports, beauty, and home markets with solutions in Product Lifecycle Management, Market Intelligence & Trends, as well as Planning & Pricing.

The Centric Planning & Pricing Business Unit is a fast-growing, fast-paced team, with many exciting opportunities for the entrepreneurial-spirited individual who wants to be a part of the most innovative AI-based pre- & in-season planning & pricing solutions in the industry.

Our platform supports business-critical processes, such as assortment planning, allocation & replenishment, and price optimization, ensuring our customers maximize revenue and efficiency.

This team requires a real sense of initiative and autonomy to deal with everyday situations.

The ability to deal with customers and handle customer situations will be key.

Responsibilities

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

What You Bring

1. Experience & Education: 1-2 years in a customer support, service desk, or help desk role, preferably within a SaaS or tech environment.
2. Bachelor’s degree in computer science, business, IT, or a related field (or equivalent experience).
3. Skills: Excellent communication and problem-solving skills.
4. Technical aptitude and ability to learn new software quickly.
5. Familiarity with customer support tools (e.g., Zendesk, Jira, or Salesforce).

Attributes

1. Patient, empathetic, and customer-focused.
2. Strong organizational skills and attention to detail.

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