Support Specialist

We're looking for a customer-focused Support Specialist to support users of the Navusoft platform.

We are seeking a customer-focused and technically minded Support Specialist to serve as the primary point of contact for customers using the Navusoft platform. In this role, you will investigate customer-reported issues, reproduce and validate software behavior, identify root causes, and determine whether issues are related to software functionality, configuration, expected system behavior, or user training. You will resolve issues whenever possible and prepare complete technical documentation when advancement to another support tier is required.

The ideal candidate is analytical, detail-oriented, customer-focused, and passionate about delivering an exceptional support experience.

• Investigate customer-reported issues by reproducing reported behavior and validating expected system functionality.
• Troubleshoot software issues to determine whether they are related to software defects, configuration, expected behavior, user error, or training opportunities.
• Resolve common software issues using established procedures, documentation, and knowledge base resources.
• Perform testing and validation to confirm reproducibility, verify fixes, and validate configuration changes.
• Create clear and accurate technical documentation to support issue resolution and collaboration with internal teams.
• Advance complex issues to the appropriate support team, providing sufficient context and documentation to facilitate continued investigation and resolution.
• Gather business and technical requirements for enhancement requests.
• Maintain accurate support ticket documentation throughout the investigation and resolution process.
• Communicate professionally with customers regarding ticket status, findings, and next steps.
• Collaborate with Tier 2, Product, Development, Customer Success, and Implementation teams.
• Identify recurring issues and recommend process improvements.