We are seeking a highly motivated, customer-focused individual to join our team as a Customer Support Specialist. The ideal candidate will have hands-on ERP experience, a knack for problem-solving, and a passion for delivering exceptional support in a fast-paced environment.
In this role, you’ll be on the front lines with our customers — managing the support ticket queue, troubleshooting technical issues, performing root cause analysis, and ensuring every customer receives timely, accurate solutions. You’ll also lead occasional customer training sessions, helping users get the most out of our platform.
You’ll need to be comfortable in a customer-facing role while also digging into the details — navigating ERP systems, investigating issues, collaborating with internal teams, and ensuring problems are resolved from start to finish. Strong organizational skills, clear communication, and the ability to manage multiple priorities will be key to your success.
This role reports directly to the VP of Sales Engineering & Delivery and will give you the opportunity to make an immediate impact while working closely with customers and cross-functional teams.
We welcome you to apply for this role as well as complete the Culture Index assessment. https://go.cultureindex.com/s/oxjbISXCN8
Manage and prioritize the customer support ticket queue to ensure timely resolution of issues.
Troubleshoot technical problems, perform root cause analysis, and provide clear solutions to customers.
Collaborate with internal teams — including developers, QA, and product — to resolve escalated issues.
Deliver occasional customer training sessions tailored to client needs.
Document solutions, processes, and known issues to improve support efficiency.
Maintain clear, proactive communication with customers on ticket status and next steps.
Stay up to date on product releases, features, and fixes, and communicate relevant updates to customers.
ERP experience required (manufacturing or distribution ERP preferred).
Proven experience in customer support, technical support, or a related customer-facing role in software/tech.
Strong technical aptitude with the ability to learn and explain software features.
Experience with support ticketing systems and CRM tools.
Excellent communication skills with a customer-first mindset.
Ability to manage multiple priorities in a fast-changing environment.
Basic understanding of APIs, integrations, and supply chain processes a plus.
We welcome you to join our journey to make B2B returns simple, economical and green.
