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.

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 (preferred).
Familiarity with ticketing systems and support tools (preferred).
Exposure to basic technical concepts such as APIs, SSO, or file transfers (SFTP) (preferred).

Technical Support Specialist

Key skills