Technical Support Specialist at Novara in Remote

Summary: Novara is a company that provides safety and operational risk management software. They are seeking a Technical Support Specialist who will be the first point of contact for customer support inquiries, responsible for troubleshooting and ensuring a seamless customer experience. 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 Required Qualifications: - 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 Qualifications: - 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) Required Skills: Customer Support, Technical Support, Software Applications, Ticketing Systems, APIs, Single Sign-On (SSO), File Transfer Protocol (SFTP), Responsiveness Benefits: Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, No-cost Mental Health Benefits