Technical Support Specialist

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

📋 Description

• Act as the primary point of contact for customer inquiries through ticketing systems, chat, email, and phone.

• Manage and respond to incoming support phone calls, providing immediate troubleshooting and documenting all interactions.

• Diagnose and resolve basic to moderately complex technical issues by utilizing established procedures and documentation.

• Record customer interactions, troubleshooting steps, and resolutions in the ticketing system.

• Escalate issues to Tier 2 support with comprehensive context and documentation.

• Assist customers through solutions with clear, step-by-step guidance.

• Keep up-to-date with product knowledge, including updates, features, and known issues.

• Work collaboratively with internal teams to address customer concerns.

• Contribute to the development of knowledge base articles and internal documentation.

• Support team performance during periods of high volume while adhering to service level expectations.

• Follow established support processes and propose improvements to management.

• Enhance customer satisfaction through responsiveness, empathy, effective communication, and ownership of issues.

⛳️ 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 strong customer-centric approach.

• Basic troubleshooting and problem-solving abilities across various software applications.

• Capability to adhere to processes, document accurately, and handle multiple tasks effectively.

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

• Strong organizational skills and a keen attention to detail.

• Experience in SaaS or technical support settings is preferred.

• Familiarity with ticketing systems and support tools is preferred.

• Understanding of basic technical concepts like APIs, SSO, or file transfers (SFTP) is preferred.

• All hires must verify their identity and eligibility to work in the United States and complete the necessary employment eligibility verification document upon hiring.

🏝️ 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

• Annual Bonus Opportunity of 7.5%