Technical Support Specialist
New
United StatesFull-TimeEntry
Salary25 - 26.5 USD per hour
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Job Details
- Experience
- 0–2 years in customer support, technical support, or a customer-facing role.
- Required Skills
- Communication SkillsProblem SolvingRESTful APIsOrganizational skillsDocumentationTroubleshootingTechnical supportCustomer supportSaaS
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.
- 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.
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