Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for customer inquiries through the ticketing system, chat, email, and phone, ensuring timely, professional, and customer-oriented responses across all platforms.

• Handle and respond to incoming support phone calls, delivering real-time troubleshooting, effective communication, and a superior customer experience while accurately documenting interactions.

• Diagnose and resolve basic to moderately complex technical issues by adhering to established processes and documentation.

• Meticulously log all customer interactions, troubleshooting actions, and outcomes in the ticketing system.

• Recognize when issues need escalation and seamlessly transition cases to Tier 2 with comprehensive context and documentation.

• Assist customers in navigating solutions with clear, step-by-step guidance to ensure a positive, customer-focused experience.

• Maintain comprehensive product knowledge and stay updated on enhancements, features, and known issues.

• Work collaboratively with internal teams to guarantee alignment and prompt resolution of customer issues.

• Contribute to the development of knowledge base articles and internal documentation to enhance team efficiency and promote customer self-service.

• Support team performance during peak periods while adhering to service level expectations.

• Adhere to support processes and pinpoint areas for improvement, presenting suggestions to leadership.

⛳️ Requirements

• 0–2 years of experience in customer support, technical support, or a customer-facing role.

• Excellent communication skills (both written and verbal) with a customer-first approach.

• Basic troubleshooting and problem-solving capabilities across software applications.

• Competence in following processes, documenting accurately, and managing multiple responsibilities.

• Eagerness and ability to swiftly learn new systems and technologies, including Novara software.

• Strong organizational abilities and attention to detail.

• **Preferred**

• Experience in SaaS or technical support settings.

• Familiarity with ticketing systems and support tools.

• Knowledge of basic technical concepts such as APIs, SSO, or file transfers (SFTP).

🏝️ Benefits

• Medical, Dental, Vision

• Flexible Spending Accounts

• PTO

• Paid and Floating Holidays

• 401k with Company match and immediate vesting

• Company-funded Life Insurance

• Employee Assistance Programs

• No-cost Mental Health Benefits