Customer Support Specialist

1 week ago

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

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'll 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 Australia, Sweden, Sri Lanka, and the United States.

In this role, you will also take on the responsibility of Incident Lead for our US operations, in supporting Novacura Flow.

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

The salary for this role is commensurate with experience and education but is targeted for $67,000-$97,000

How can I find out more?

If you think we're a good match, apply today Selection is done continuously so don't miss your chance. For questions regarding the recruitment process, please contact Ellen Jingrot, Talent Acquisition, at . For questions regarding the position, please contact Jasmine Perera, Customer Support Manager, at .

About Novacura

At Novacura we are passionate about solutions that enable our customers to work smarter and faster in their businesses. We work with several business systems and our own unique product Novacura Flow.

We are a global organization with close cooperation between our offices in different countries and we have high ambitions to continue to develop and grow in all our markets.

Novacura is committed to providing equal employment opportunities for all employees and all applicants for employment.

Novacura will not discriminate against employees or applicants on the basis of actual or perceived age, race, color, national origin/ethnicity, ancestry, religion, sex (including sexual orientation), pregnancy, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by federal, state, or local laws.

Reasonable accommodations may be made. To request reasonable accommodation, contact

Novacura is a participant of E-Verify.

Team Customer Support Locations Raleigh Remote status Hybrid Remote

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