Technical Support Specialist

The role

You will be the first point of contact for customer support inquiries by ticket, chat, email and phone. You will troubleshoot basic to moderately complex technical issues, document cases, and escalate to Tier 2 when needed.

What you will do

• Serve as first point of contact for customer inquiries by ticket, chat, email and phone
• Answer and manage inbound support phone calls with real-time troubleshooting
• Troubleshoot and resolve basic to moderately complex technical issues
• Document all customer interactions, steps and resolutions in the ticketing system
• Escalate issues to Tier 2 with complete context and documentation
• Guide customers through step-by-step solutions
• Maintain product knowledge 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

Required qualifications

• 0-2 years in customer support, technical support, or a customer-facing role
• Strong written and verbal communication skills 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, including Novara software
• Strong organizational skills and attention to detail

Nice to have

• 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)

Benefits

• Medical, Dental and Vision coverage
• Flexible Spending Accounts
• PTO and paid and floating holidays
• 401k with company match and immediate vesting
• Company-funded Life Insurance
• Employee Assistance Programs
• No-cost Mental Health Benefits

Before you apply

• Employment eligibility to work in the United States must be verified upon hire
• Initial resume screening may use AI tools, with decisions reviewed by a human recruiter
• Accommodation requests can be sent to hr@novara.com

About the company

Novara provides safety, operational risk management and sustainability software through the Flex and Risk Management Center platforms. It is a Providence Equity portfolio company that launched as an independent company on January 1, 2026.