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Technical Support Specialist

1 week, 2 days ago
United States
Full-time
Entry Level
Technical Support Engineer
Customer and Technical Support
SFTP
Apply Now
Novara Puntocom

Novara Puntocom

Novara Puntocom (www.novara.com) is a dynamic online news portal offering real-time updates on Novara and its province, covering a wide range of topics from sports to current affairs.

Internet Software & Services
1-10
View All Jobs 4

Description

  • Serve as the first point of contact for customer inquiries through the ticketing system, chat, email, and phone.
  • Answer and manage inbound support phone calls with real-time troubleshooting and clear communication.
  • Troubleshoot and resolve basic to moderately complex technical issues using established processes and documentation.
  • Document customer interactions, troubleshooting steps, and resolutions thoroughly and accurately in the ticketing system.
  • Identify issues that require escalation and transition cases to Tier 2 with complete context and documentation.
  • Guide customers through solutions with clear, step-by-step instructions and a customer-centric approach.
  • Maintain strong product knowledge and stay current on updates, features, and known issues.
  • Collaborate with internal teams to align on customer concerns and support timely resolution.
  • Contribute to knowledge base articles and internal documentation to improve team efficiency and self-service.
  • Support team performance during high-volume periods while meeting service level expectations.

Requirements

  • 0–2 years of experience 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 and technologies, including Novara software.
  • Strong organizational skills and attention to detail.
  • Experience in SaaS or technical support environments is preferred.
  • Familiarity with ticketing systems and support tools is preferred.
  • Exposure to basic technical concepts such as APIs, SSO, or file transfers (SFTP) is preferred.
  • Must be eligible to work in the United States upon hire.

Benefits

  • Hourly pay range of $25–$26.50 per hour.
  • Annual bonus opportunity of 7.5%.
  • Medical, dental, and vision insurance.
  • Flexible Spending Accounts (FSA).
  • Paid time off, plus paid and floating holidays.
  • 401(k) with company match and immediate vesting.
  • Company-funded life insurance.
  • Employee Assistance Program (EAP).
  • No-cost mental health benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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