Technical Support Specialist – Entry Level

About the role

Sovos is looking for an entry‑level Technical Support Specialist to act as the bridge between its SaaS platform and customers. You will resolve escalated technical issues, ensure swift problem resolution, and help maintain a high level of customer satisfaction.

Key responsibilities

• Respond to and resolve support tickets, calls, and emails promptly.
• Troubleshoot software problems by replicating issues, identifying root causes, and applying fixes.
• Document all interactions, issues, and resolutions in the ticketing system.
• Escalate complex problems to the appropriate internal support teams.
• Create and maintain knowledge‑base articles and troubleshooting guides.
• Provide product training and onboarding assistance for new customers.
• Conduct follow‑ups to confirm customer satisfaction with resolutions.
• Identify recurring issues and collaborate with product teams on improvements.
• Stay up‑to‑date with product releases, new features, and technical developments.
• Participate in on‑call rotations for after‑hours support.
• Leverage AI‑powered tools to improve troubleshooting efficiency and documentation.

Required profile

• Strong technical aptitude with the ability to learn new software platforms quickly.
• Excellent verbal and written communication skills, able to explain technical concepts to non‑technical users.
• Patient and empathetic approach to customer service, even under pressure.
• Problem‑solving mindset with solid analytical and diagnostic abilities.
• Experience using ticketing systems such as Zendesk, Freshdesk, or similar platforms.

Required skills

• Zendesk
• Freshdesk
• AI‑powered troubleshooting tools