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, Skillsets, 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).
Required
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:
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