Technical Support Specialist

Job Description

REQUIREMENTS

• 0–2 years in customer support, technical support, or a customer-facing role.
• Strong communication skills (written and verbal) with a customer-first mindset.
• Basic troubleshooting and problem-solving skills across software applications.
• Ability to follow processes, document accurately, and manage multiple tasks.
• Willingness and ability to quickly learn new systems and technologies, including Novara software.
• Strong organizational skills and attention to detail.

Preferred

• Experience in SaaS or technical support environments.
• Familiarity with ticketing systems and support tools.
• Exposure to basic technical concepts such as APIs, SSO, or file transfers (SFTP).

RESPONSIBILITIES

• Serve as the first point of contact for customer inquiries via ticketing system, chat, email, and phone, ensuring prompt, professional, and customer-focused responses across all channels.
• Answer and manage inbound support phone calls, providing real-time troubleshooting, clear communication, and a high-quality customer experience while documenting interactions accurately.
• Troubleshoot and resolve basic to moderately complex technical issues, following established processes and documentation.
• Accurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Identify when issues require escalation and effectively transition cases to Tier 2 with complete context and documentation.
• Guide customers through solutions with clear, step-by-step instructions, ensuring a positive and customer-centric experience.
• Maintain strong product knowledge and stay current on updates, features, and known issues.
• Collaborate with internal teams to ensure alignment and timely resolution of customer concerns.
• Contribute to knowledge base articles and internal documentation to improve team efficiency and customer self-service.
• Support team performance during high-volume periods while maintaining service level expectations.
• Follow support processes and identify opportunities for improvement, raising suggestions to leadership.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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