Serves as the first point of contact for customer support inquiries across ticketing, chat, email, and phone. Troubleshoots basic to moderately complex software issues, documents interactions and resolutions, escalates cases to Tier 2, and guides customers through solutions. The role maintains product knowledge, contributes to knowledge-base documentation, collaborates with internal teams, and supports service-level and customer satisfaction goals during high-volume periods.
Novara provides safety, operational risk management, and sustainability software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations manage operational risk proactively with a system they can configure to fit their operations, data that unifies risk and safety intelligence, and tools that increase workforce participation. Novara’s combination of software, training, and AI-powered tools put people and safety first while protecting critical operations.
Position Description:
The Technical Support Specialist serves as the first point of contact for customer support inquiries, delivering timely, accurate, and customer-focused assistance. This role is responsible for troubleshooting basic to moderately complex issues, documenting cases thoroughly, and ensuring a seamless customer experience.
Specialists play a critical role in driving customer satisfaction through strong communication, responsiveness, and ownership of issues. They collaborate closely with Tier 2 support and internal teams, escalate issues when appropriate, and contribute to knowledge sharing and continuous improvement efforts. A proactive mindset, attention to detail, and commitment to service excellence are essential for success.
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.
Knowledge, Experience, 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.
- Familiarity with ticketing systems and support tools.
- Exposure to basic technical concepts such as APIs, SSO, or file transfers (SFTP).
Preferred
Success Criteria:
- High customer satisfaction (CSAT) driven by responsiveness, empathy, and clear communication.
- Strong First Response Time (FRT), consistently meeting or exceeding service level expectations.
- Effective issue resolution and proper escalation, ensuring smooth handoffs and minimal customer friction.
- Accurate and complete documentation contributing to team efficiency and knowledge sharing.
- Continuous improvement in product knowledge, troubleshooting skills, and support quality.
Compensation:
Hourly Compensation Range of $25-26.5 per hour
Annual Bonus Opportunity of 7.5%
As a growing company, Novara values its employees by supporting them with a full benefits package including 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, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Please see our Candidate Privacy Notice Included Here
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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