Technical Support Specialist

Position Description:

The Technical Support Specialist serves as the first point of contact for customer support inquiries, delivering timely, accurate, and customer-focused assistance. This role is responsible for troubleshooting basic to moderately complex issues, documenting cases thoroughly, and ensuring a seamless customer experience.

Specialists play a critical role in driving customer satisfaction through strong communication, responsiveness, and ownership of issues. They collaborate closely with Tier 2 support and internal teams, escalate issues when appropriate, and contribute to knowledge sharing and continuous improvement efforts. A proactive mindset, attention to detail, and commitment to service excellence are essential for success.

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.

Knowledge, Experience, 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).

Success Criteria:

• High customer satisfaction (CSAT) driven by responsiveness, empathy, and clear communication.
• Strong First Response Time (FRT), consistently meeting or exceeding service level expectations.
• Effective issue resolution and proper escalation, ensuring smooth handoffs and minimal customer friction.
• Accurate and complete documentation contributing to team efficiency and knowledge sharing.
• Continuous improvement in product knowledge, troubleshooting skills, and support quality.

Compensation:

Hourly Compensation Range of $25-26.5 per hour

Annual Bonus Opportunity of 7.5%