Technical Support Specialist

Novara

. Serve as the first point of contact for customer inquiries via ticketing system, chat, email, and phone.

Posted 11/10/2026full-timeRemote • United StatesMid-LevelSenior💰 $25 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication and problem-solving skills while providing customer support in a technical environment. Proficient in troubleshooting software applications and managing customer inquiries through various channels.

Highest-signal resume keywords

Customer Support ExperienceBasic Troubleshooting SkillsStrong Communication SkillsFamiliarity With Ticketing SystemsExperience In SaaS Environments

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDocumentationProblem-SolvingBasic Technical ConceptsAPIsSSOFile TransfersSFTPNovara Software

Soft Skills

EmpathyOrganizational SkillsAttention To DetailCustomer-First Mindset

Tools & Technologies

Ticketing SystemsSupport Tools

Industry Keywords

Technical SupportCustomer-Facing RoleSaaS

About the role

Key responsibilities & impact

Serve as the first point of contact for customer inquiries via ticketing system, chat, email, and phone.
Answer and manage inbound support phone calls, providing real-time troubleshooting and documenting interactions.
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 resolve customer concerns.
Contribute to knowledge base articles and internal documentation.
Support team performance during high-volume periods while meeting service level expectations.
Follow support processes and suggest improvements to leadership.
Drive customer satisfaction through responsiveness, empathy, clear communication, and issue ownership.

Requirements

What you’ll need

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).
All persons hired must verify identity and eligibility to work in the United States and complete the required employment eligibility verification document upon hire.

Benefits

Comp & perks

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
Annual Bonus Opportunity of 7.5%