{"id":2204258,"url":"https://alion.io/job/centric-software-customer-support-specialist","title":"Customer Support Specialist","company":{"id":1774336,"name":"Centric Software","domain":"centricsoftware.com","url":"https://alion.io/company/centricsoftware","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":23,"ghost_share":0,"stale_share":0.304,"repost_share":0,"time_to_fill_p50_days":63,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US","CA","MX","AG","AW","BS","BB","BZ","BM","VG","BQ","KY","CR","CW","DM","DO","SV","GL","GD","GP","GT","HT","HN","JM","MQ","MS","NI","PA","PR","KN","LC","PM","SX","TT","TC","VI"],"hiring_countries_total":36,"salary":{"min":80000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Python","optional":false},{"name":"Salesforce","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-09T22:34:35Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-12T08:36:36Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Centric Software:\nCentric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.\nOur story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo-and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.\nCustomer Support Specialist\nRetail Planning and Pricing\nLocation: 100% Remote across North America\nAbout Centric Software\nCentric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.\nOur story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo-and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.\nAbout the Team\nOur combined Retail Planning and Pricing team brings together business consultants, customer success and support specialists, project managers, architects, and data science and engineering experts. We help retailers and brands connect planning and pricing decisions across the product lifecycle, from pre-season planning and assortment decisions to in-season demand forecasting, allocation, replenishment and price optimisation. Working as a global team, we combine retail expertise with AI-powered technology to help customers improve inventory performance, revenue, margins and operational efficiency.\nAbout the Role\nWe are looking for a Customer Support Specialist to be a main point of contact for customers using our AI-powered Retail Planning and Pricing SaaS platform. You’ll troubleshoot issues, guide customers through solutions and work with technical teams to resolve more complex problems. Your focus will be a responsive, informed and positive customer experience for a platform that supports business-critical retail processes.\nWhat You Will Do\nRespond to customer enquiries by email, chat and phone in a timely and professional manner. \nProvide accurate, step-by-step guidance that keeps customers informed and supported. \nTroubleshoot software issues and escalate complex cases to Professional Services, Customer Success, Product Support or DevOps as appropriate. \nMonitor escalated tickets and follow up to ensure timely resolution. \nEducate customers on product features, workflows and best practices. \nMaintain the internal knowledge base and external help centre documentation. \nAct as a customer advocate, sharing feedback and recurring issues with Product and Customer Success teams. \nMeet or exceed support performance measures, including ticket volumes, first response time, resolution time and customer satisfaction scores. \nWhat You Bring\n3-5 years of experience in customer support, service desk or help desk work, preferably in SaaS or technology. \nA degree in computer science, business, IT or a related field, or equivalent experience. \nSQL skills. \nExcellent communication and problem-solving skills, with strong technical aptitude and the ability to learn software quickly. \nKnowledge of cloud solutions, data integration, business intelligence and supply chain concepts. \nFamiliarity with support tools such as Zendesk, Jira or Salesforce. \nStrong organisation and attention to detail, with a patient, empathetic and customer-focused approach. \nAbility to collaborate effectively in a fully remote team. \nStrong English communication skills. \nAdditional Experience\nThe following would be an advantage:\nPython or JavaScript skills. \nAdditional languages such as German, Italian, French or Spanish. \nWhy Join Us\nJoin a global team working at the intersection of retail, enterprise software and applied AI. You’ll have the opportunity to contribute to business-critical customer outcomes, develop your expertise and collaborate with colleagues across our combined Retail Planning and Pricing team.\nCompensation and Benefits\nThe anticipated base salary range for this position is $80,000 - $110,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.\nThis position may also be eligible for a bonus. 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