Customer Support Representative Contractor at CAI Software · Location…

Customer Support Representative Contractor
Accelerate Performance.
About CAI Software
CAI 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.
With 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.
CAI Business Units and the Markets We Serve
CAI 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.
Process Manufacturing
This 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.
About the Role
CAI 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
What You'll Do
Provide 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
Answer 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.)
Troubleshoot platform issues through systematic investigation, data review, and knowledge of product capabilities
Review case priority; identify and source missing information while maintaining strict adherence to priority-based SLA requirements
Escalate or re-route cases as required after thorough investigation, maintaining SLA factors
Ensure timely closure of cases, capturing all relevant resolution details accurately
Provide ongoing updates and engagement to customers with open tickets to ensure awareness of ticket status and estimated time to resolution
Advise on best practices for ERP usage to improve efficiency, accuracy, and adoption
Provide required support pertaining to software installation and upgrades
Consistently meet or exceed key performance metrics including ticket turnaround time, first contact resolution, and customer satisfaction scores
Submit new solutions to CAI’s knowledge base with proper documentation
Follow standard operating procedures (SOPs) to ensure consistency and quality of support
Identify 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
Collaborate with global teams and/or R&D teams when necessary to resolve complex customer issues
Contribute to support documentation, knowledge base improvements, and continuous improvement efforts
Participate in switchboard coverage rotation ensuring all incoming calls are answered and routed appropriately, and missed calls are returned as needed.
What We're Looking For
Bachelor’s degree, preferably in Software Engineering, Computer Science, or related technical discipline, or commensurate professional work experience in customer support operations
3+ years in SaaS support, Customer Success, or Shared Services roles, preferably in an ERP environment (Cloud and/or on-prem)
Working knowledge of support metrics: SLAs, KPIs, CSAT, and first contact resolution
Familiarity with case/ticket management systems (e.g., Salesforce CRM or equivalent)
Excellent proficiency in verbal and written communication skills in Norwegian and English; must be comfortable speaking directly with clients
Ability to participate in switchboard coverage ensuring all incoming calls are answered and routed appropriately, and missed calls are returned as needed
Ability to triage incoming inquiries, apply basic troubleshooting steps, and route cases to the appropriate team or resource
Self-starter with the ability to work independently and as part of a global team, with strong organizational skills
Provide support through the case/ticket management system, email, chat, and/or telephone as needed to adequately assist customer requests
Willingness and ability to learn and develop working knowledge in at least two application modules or functional areas of the ERP platform
Ability and willingness to acquire expertise in new domains and platforms that integrate with or complement the ERP
Ability and willingness to incorporate AI into daily work routines to enhance domain knowledge and promote productivity, efficiency, and growth
Participate in a hybrid work schedule of 3 days in office and 2 days work from home.
Why Join CAI
At 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.
Our four pillars define how we deliver for customers — and how we work:
Built to Fit - Fits how your business runs so performance comes standard
Built to Expedite - Speeds time to performance without heavy lifts or delays.
Built to Deliver - AI turns action and insights into measurable performance.
Built to Scale - Sustains and scales performance without disruption.