Customer Support Specialist

1 week ago


Raleigh, North Carolina, United States Novacura Full time
About the Job

We are seeking a highly skilled and motivated Customer Support Analyst to join our team. As a Customer Support Analyst, you will play a vital role in delivering advanced technical support and ensuring a high level of customer satisfaction.

You will be responsible for diagnosing and resolving complex issues, guiding customers through solutions, and collaborating with internal teams to enhance support processes.

Your ability to troubleshoot effectively and communicate clearly will be crucial to maintaining customer trust and improving our service offerings.

The Customer Support department operates globally, with team members located in different countries.

Key Responsibilities:
  • Efficiently triage and analyze incidents to determine the root cause, scope, and impact.
  • Manage and escalate issues promptly, ensuring timely resolutions and consistent communication with clients.
  • Collaborate with cross-functional teams to streamline incident management processes and improve efficiency.
  • Maintain high levels of customer satisfaction (CSAT) by addressing customer inquiries and concerns with professionalism.
  • Stay updated on new product features and actively share knowledge with the team to ensure continuous improvement.
  • Contribute to the development and refinement of customer support strategies and best practices.
About You

You are a proactive problem-solver with a strong passion for customer service. Your technical acumen, combined with your ability to think analytically and creatively, enables you to tackle challenges head-on.

You thrive in both independent and team environments, are an excellent communicator, and excel in building lasting relationships with customers and colleagues.

Qualifications:
  • University Degree in Technology or relevant professional qualifications.
  • 4+ years of experience in a technical support role, preferably in a SaaS environment.
  • Proficiency in C#,.NET, or any Object-Oriented Programming language.
  • Advanced skills in PLSQL.
  • Fluent in English, both written and spoken.
  • Broad experience working with ERP systems, preferably IFS Applications.
  • Strong understanding of ITIL principles is a significant advantage.
What we offer

We offer you a self-driven and independent work environment, a diverse company culture with innovative technologies, extremely competitive compensation plan and benefits, 100% paid health care for employee and dependents, 401k match, company contributing HSA (Health Savings Account) Account, unlimited PTO, flex hours, monthly gym/fitness membership contributions, 11 paid U.S. holidays, and a salary commensurate with experience and education but is targeted for $67,000-$97,000.



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