Associate Specialist, Customer Support

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