Technical Support Specialist

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $25 - $26 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 23 days.

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Novara

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

📋 Compliance

SaaS • B2B • Compliance

Novara is a provider of environmental health & safety (EHS) and compliance software and services. Its flagship platform, Novara Flex, is an all-in-one SaaS solution that supports incident reporting, SDS (safety data sheet) management, inspections and audits, asset management, contractor risk management, carbon accounting and sustainability programs, and an integrated learning management system with an extensive library of safety and compliance training. Novara serves business customers across industries such as construction, manufacturing, energy, utilities, mining, and insurance, and emphasizes configurable dashboards, mobile reporting, and data-driven analytics to reduce workplace injuries and ensure regulatory compliance.

📋 Description

• 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

• 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

• 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%

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