Customer Support Specialist

Role overview Provide frontline support for customers using a cloud-based retail planning and pricing platform. You will respond to questions, troubleshoot software issues, explain product workflows, and coordinate with specialist teams to resolve problems affecting customers’ business-critical processes.

Responsibilities - Respond to customer requests by email, chat, and phone with timely, clear guidance. - Troubleshoot software issues and route complex cases to the appropriate support, delivery, customer success, product, or operations team. - Track escalated tickets and follow up to support timely resolution. - Help customers understand product features, workflows, and recommended practices. - Maintain internal knowledge resources and customer-facing help documentation. - Share recurring problems and customer feedback with product and customer success colleagues, while meeting service and satisfaction targets.

Requirements - Three to five years of customer support, service desk, or help desk experience, preferably in SaaS or technology. - Degree in computer science, business, IT, or a related field, or equivalent experience. - SQL skills and strong technical aptitude. - Clear communication, careful organization, and a patient, customer-focused approach. - Knowledge of cloud solutions, data integration, business intelligence, and supply chain concepts. - Familiarity with support systems such as Zendesk, Jira, or Salesforce, and ability to collaborate in a remote team.

Nice to have - Python or JavaScript skills. - German, Italian, French, or Spanish language skills.

Benefits and work setup - Fully remote across North America. - Medical, dental, and vision coverage, paid time off, and possible bonus eligibility. - Anticipated base salary: $80,000–$110,000 per year, depending on factors such as experience, qualifications, and location.