Customer Support Specialist

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

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.