{"id":1617603,"url":"https://alion.io/job/cai-software-customer-support-representative-contractor","title":"Customer Support Representative Contractor","company":{"id":1973432,"name":"CAI Software","domain":"caisoft.com","url":"https://alion.io/company/caisoft","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Molde, Norway"],"countries":["NO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-25T13:47:39Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-03T00:53:22Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Customer Support Representative Contractor\nAccelerate Performance.\nAbout CAI Software\nCAI Software builds purpose-built solutions that help manufacturers, processors, and distributors accelerate performance. Our mission is to enable manufacturers to transform performance through a connected, AI-assisted ecosystem that delivers visibility, control, and continuous improvement. We bring the deep operational expertise and enterprise infrastructure to be a true long-term performance partner.\nWith 6,200+ active customers worldwide and a market-leading position in every vertical we serve, CAI combines 45+ years of industry expertise with modern AI-driven execution - helping businesses move faster, operate smarter, and perform at their peak. We work across 15+ industries and 10+ countries, guided by three values built into our name: Candor, Accountability, and Impact.\nCAI Business Units and the Markets We Serve\nCAI Software is organized into three business units: Graphic Communications, Process Manufacturing, and Discrete Manufacturing - aligned to the industries we serve. This structure keeps our teams close to customer needs while operating with the scale and support of a global software company.\nProcess Manufacturing\nThis role is part of our Process Manufacturing business unit, which delivers ERP and operational software to manufacturers that transform raw materials into finished goods through formulas, recipes, or batch-driven processes. We serve food and beverage, pharmaceutical, chemical, nutraceutical, paint, supply chain logistics and related manufacturers - supporting end-to-end operations built for measurable performance outcomes.\nAbout the Role\nCAI Software is seeking a Customer Support Representative Contractor to join our Maritech team within our Process Manufacturing Business Unit. This role is accountable for delivering high-quality, responsive customer support across an ERP platform for external client accounts, resolve support inquiries and provide consultative guidance to help customers maximize the value of the ERP platform and ensuring timely and exceptional support delivery with a personal approach, maintaining and enhancing the relationship between the Customer Support Team and CAI’s clients\nWhat You'll Do\nProvide support to customers via case/ticket management system, email, chat, and/or telephone, following documented troubleshooting instructions, escalation path, and the knowledge base or guidance from SMEs\nAnswer incoming requests, open cases in the designated support platform, identify customers, populate case details, and gather specifics of the customer situation (issue details, error messages, recordings, etc.)\nTroubleshoot platform issues through systematic investigation, data review, and knowledge of product capabilities\nReview case priority; identify and source missing information while maintaining strict adherence to priority-based SLA requirements\nEscalate or re-route cases as required after thorough investigation, maintaining SLA factors\nEnsure timely closure of cases, capturing all relevant resolution details accurately\nProvide ongoing updates and engagement to customers with open tickets to ensure awareness of ticket status and estimated time to resolution\nAdvise on best practices for ERP usage to improve efficiency, accuracy, and adoption\nProvide required support pertaining to software installation and upgrades\nConsistently meet or exceed key performance metrics including ticket turnaround time, first contact resolution, and customer satisfaction scores\nSubmit new solutions to CAI’s knowledge base with proper documentation\nFollow standard operating procedures (SOPs) to ensure consistency and quality of support\nIdentify recurring issues and partner with internal teams (Product, Engineering, R&D, Professional Services, Customer Success) to drive improvements to product, documentation, processes, or customer relationships\nCollaborate with global teams and/or R&D teams when necessary to resolve complex customer issues\nContribute to support documentation, knowledge base improvements, and continuous improvement efforts\nParticipate in switchboard coverage rotation ensuring all incoming calls are answered and routed appropriately, and missed calls are returned as needed.\nWhat We're Looking For\nBachelor’s degree, preferably in Software Engineering, Computer Science, or related technical discipline, or commensurate professional work experience in customer support operations\n3+ years in SaaS support, Customer Success, or Shared Services roles, preferably in an ERP environment (Cloud and/or on-prem)\nWorking knowledge of support metrics: SLAs, KPIs, CSAT, and first contact resolution\nFamiliarity with case/ticket management systems (e.g., Salesforce CRM or equivalent)\nExcellent proficiency in verbal and written communication skills in Norwegian and English; must be comfortable speaking directly with clients\nAbility to participate in switchboard coverage ensuring all incoming calls are answered and routed appropriately, and missed calls are returned as needed\nAbility to triage incoming inquiries, apply basic troubleshooting steps, and route cases to the appropriate team or resource\nSelf-starter with the ability to work independently and as part of a global team, with strong organizational skills\nProvide support through the case/ticket management system, email, chat, and/or telephone as needed to adequately assist customer requests\nWillingness and ability to learn and develop working knowledge in at least two application modules or functional areas of the ERP platform\nAbility and willingness to acquire expertise in new domains and platforms that integrate with or complement the ERP\nAbility and willingness to incorporate AI into daily work routines to enhance domain knowledge and promote productivity, efficiency, and growth\nParticipate in a hybrid work schedule of 3 days in office and 2 days work from home.\nWhy Join CAI\nAt CAI, we are building something that matters. With 6,200+ customers across 15+ industries and active investment in AI-driven performance tools, we are positioned to define what the next generation of manufacturing software looks like - and we are building the team to lead that work.\nOur four pillars define how we deliver for customers - and how we work:\nBuilt to Fit - Fits how your business runs so performance comes standard\nBuilt to Expedite - Speeds time to performance without heavy lifts or delays.\nBuilt to Deliver - AI turns action and insights into measurable performance.\nBuilt to Scale - Sustains and scales performance without disruption.","description_format":"text","description_chars":6600,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Norwegian","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Norway","iso":"NO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Food & Beverages","Software","Transportation & Logistics"],"lifecycle":[{"event":"open","at":"2026-10-01T20:37:52Z"}],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.811,"p_room":1,"age_days":6,"expected_fill_days":21,"reasons":["conf:9","win:early"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cai-software-customer-support-representative-contractor","json_url":"https://alion.io/job/cai-software-customer-support-representative-contractor.json","meta":{"generated_at":"2026-10-03T04:42:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4932,"day_limit":5000,"remaining_today":68,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}