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About ToolsGroup

ToolsGroup is a global leader in retail and supply chain planning, helping businesses navigate uncertainty and complexity with AI-powered solutions. Our platform enables real-time inventory visibility, demand planning, and service level optimization-ensuring the right products are in the right place at the right time. With ToolsGroup, companies can keep their promises to customers, maximize revenue, and optimize working capital-even in the most constrained environments.

Position Overview

We are looking for a Associate Specialist, Customer Support to join our Global Customer Support team. This role is ideal for someone who enjoys solving problems, working directly with customers, and developing expertise in enterprise software solutions.

The successful candidate will play a key role in supporting customers, managing incoming support requests, troubleshooting issues, and ensuring a high-quality customer experience. This position offers a strong growth path toward more advanced technical and functional support responsibilities, including complex troubleshooting, root cause analysis, and collaboration with Product and Engineering teams.

Key Responsibilities

• Receive, triage, and manage customer support tickets.
• Perform initial troubleshooting and issue qualification.
• Collect relevant information and reproduce reported issues.
• Communicate effectively with customers and manage expectations throughout the support process.
• Escalate complex issues to specialized teams when necessary.
• Develop expertise in ToolsGroup solutions and supply chain planning concepts.
• Investigate and analyze customer-reported issues.
• Support root cause identification and resolution activities.
• Collaborate with Product, Engineering, and other internal teams to resolve customer challenges.
• Contribute to continuous improvement of support processes and knowledge sharing.

Required Qualifications

• 1-3 years of experience in technical support, software implementation, testing, consulting, or a similar IT-related role.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication abilities.
• Customer-focused mindset with a strong sense of ownership and accountability.
• Ability to quickly learn complex software products and business processes.
• Comfortable working in a fast-paced, collaborative environment.

Preferred Qualifications

• Degree in Computer Science, Engineering, Information Systems, Mathematics, Supply Chain, or a related field.
• Exposure to ERP, planning, logistics, supply chain, or enterprise software solutions.
• Basic SQL knowledge.
• Interest in data analysis, troubleshooting, and system investigation.
• Experience working with customer-facing enterprise applications.

What Success Looks Like

Within the first six months, you will:

• Independently manage First Line Support responsibilities.
• Develop expertise in ToolsGroup Industry solutions.
• Build a foundational understanding of supply chain planning concepts.
• Demonstrate basic SQL proficiency.
• Understand core data flows and support batch error analysis.

What We're Looking For

• Curious and intellectually rigorous.
• Strong learning agility and willingness to grow.
• Structured and analytical thinker.
• Collaborative team player who enjoys sharing knowledge.
• Calm and effective under pressure.
• Passionate about delivering an exceptional customer experience.

Applying to this job the candidate consents that his/her data are treated by ToolsGroup in compliance with the GDPR n. 2016/679 GDPR and Transparency Document

U.S. applicant notice: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. ToolsGroup is CCPA/CPRA compliant.

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