{"id":4046370,"url":"https://alion.io/job/novara-technical-support-specialist","title":"Technical Support Specialist","company":{"id":679743,"name":"Novara","domain":"novara.com","url":"https://alion.io/company/novara","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-04-07T22:19:26Z","employer_posted_date":"2026-04-07","last_verified_at":"2026-11-11T04:50:59Z","board_verified":true,"closed_at":null,"days_open":217,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":217},"description":"Position Description:\nThe 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.\nSpecialists 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.\nResponsibilities:\nServe 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.\nAnswer and manage inbound support phone calls, providing real-time troubleshooting, clear communication, and a high-quality customer experience while documenting interactions accurately.\nTroubleshoot and resolve basic to moderately complex technical issues, following established processes and documentation.\nAccurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.\nIdentify when issues require escalation and effectively transition cases to Tier 2 with complete context and documentation.\nGuide customers through solutions with clear, step-by-step instructions, ensuring a positive and customer-centric experience.\nMaintain strong product knowledge and stay current on updates, features, and known issues.\nCollaborate with internal teams to ensure alignment and timely resolution of customer concerns.\nContribute to knowledge base articles and internal documentation to improve team efficiency and customer self-service.\nSupport team performance during high-volume periods while maintaining service level expectations.\nFollow support processes and identify opportunities for improvement, raising suggestions to leadership.\nKnowledge, Experience, Requirements:\n0-2 years in customer support, technical support, or a customer-facing role.\nStrong communication skills (written and verbal) with a customer-first mindset.\nBasic troubleshooting and problem-solving skills across software applications.\nAbility to follow processes, document accurately, and manage multiple tasks.\nWillingness and ability to quickly learn new systems and technologies, including Novara software.\nStrong organizational skills and attention to detail.\nPreferred\nExperience in SaaS or technical support environments.\nFamiliarity with ticketing systems and support tools.\nExposure to basic technical concepts such as APIs, SSO, or file transfers (SFTP).\nSuccess Criteria:\nHigh customer satisfaction (CSAT) driven by responsiveness, empathy, and clear communication.\nStrong First Response Time (FRT), consistently meeting or exceeding service level expectations.\nEffective issue resolution and proper escalation, ensuring smooth handoffs and minimal customer friction.\nAccurate and complete documentation contributing to team efficiency and knowledge sharing.\nContinuous improvement in product knowledge, troubleshooting skills, and support quality.\nCompensation:\nHourly Compensation Range of $25-26.5 per hour\nAnnual Bonus Opportunity of 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