Technical Support Specialist
New
N
NovaraSafety software
United StatesFull-TimeEntry
SalaryHourly Compensation Range of $25-26.5 per hour; Annual Bonus Opportunity of 7.5%
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Job Details
- Experience
- 0–2 years in customer support, technical support, or a customer-facing role.
- Required Skills
- RESTful APIsTechnical supportCustomer support
Requirements
- Have 0–2 years of experience in customer support, technical support, or a customer-facing role.
- Demonstrate strong written and verbal communication skills and a customer-first mindset.
- Have basic troubleshooting and problem-solving skills across software applications.
- Be able to follow processes, document accurately, and manage multiple tasks.
- Be willing and able to learn new systems and technologies, including Novara software.
- Have strong organizational skills and attention to detail.
- SaaS or technical support experience is preferred.
- Familiarity with ticketing systems and support tools is preferred.
- Exposure to basic technical concepts such as APIs, SSO, or SFTP is preferred.
Responsibilities
- Respond to customer inquiries through the ticketing system, chat, email, and phone.
- Manage inbound support calls and provide real-time troubleshooting.
- Troubleshoot and resolve basic to moderately complex technical issues using established processes and documentation.
- Document customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalate issues to Tier 2 with complete context and documentation.
- Guide customers through solutions with clear, step-by-step instructions.
- Maintain product knowledge and stay current on updates, features, and known issues.
- Collaborate with internal teams to support timely resolution of customer concerns.
- Contribute to knowledge base articles and internal documentation.
- Follow support processes and raise opportunities for improvement.
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