Customer Support Specialist
New
C
Centric SoftwareRetail SaaS
Source API remote eligibility restrictions: United StatesFull-TimeMiddle
SalaryThe anticipated base salary range for this position is $80,000 - $110,000 per year. This position may also be eligible for a bonus.
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Job Details
- Languages
- Strong English communication skills. Additional languages such as German, Italian, French or Spanish would be an advantage.
- Experience
- 3-5+ years of experience in customer support, service desk or help desk work
- Required Skills
- SQLBusiness IntelligenceSalesforceJiraSaaSZendeskCustomer support
Requirements
- Have 3-5+ years of experience in customer support, service desk or help desk work, preferably in SaaS or technology.
- Hold a degree in computer science, business, IT or a related field, or have equivalent experience.
- Have SQL skills.
- Bring strong communication and problem-solving skills, technical aptitude and the ability to learn software quickly.
- Have knowledge of cloud solutions, data integration, business intelligence and supply chain concepts.
- Be familiar with support tools such as Zendesk, Jira or Salesforce.
- Demonstrate strong organisation and attention to detail, with a patient, empathetic and customer-focused approach.
- Be able to collaborate effectively in a fully remote team.
- Have strong English communication skills.
- Python or JavaScript skills would be an advantage.
- Additional languages such as German, Italian, French or Spanish would be an advantage.
Responsibilities
- 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 escalate complex cases to Professional Services, Customer Success, Product Support or DevOps 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.
- Share customer 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.
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