Customer Support Analyst
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 ellen.jingrot@novacura.com. For questions regarding the position, please contact Jasmine Perera, Customer Support Manager, at jasmine.perera@novacura.com.
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 lauren.guilfoyle@novacura.com Novacura is a participant of E-Verify.
- Team
- Customer Support
- Locations
- Raleigh
- Remote status
- Hybrid Remote
Raleigh
What can Novacura offer you?
-
Personal development
To achieve greatness, we will constantly challenge you to step out of your comfort zone, and we will expect the same from you. -
Positive environment
Only our combined strengths will help us reach our goals. We value passion and we expect everyone to contribute with their thoughts and ideas, to be able to constantly create better products and customer relationships. -
Work-life balance
We believe high performing people need balance in their lives. We offer a challenging working environment but we also think that health and good work-life balance are important. -
Freedom AND responsibility
We are a flat organization and we move quickly. You will have freedom to get the job done in the way you think is best. We will therefore hold you responsible for the results you produce – and we want you to do the same with us.
The Novacura culture
At Novacura, we strive to be courageous, to constantly try new things to improve all aspects of the company. We strongly feel that it is better to try and fail than to never try at all. Hence, we encourage new ideas and initiatives and we believe that a great company is built by passionate people - people that are allowed to pursue what they love. And most important, we work together because we like each other.
The Novacura Core Values
At Novacura, we are open minded, brave, professional - and we care!
About Novacura
Novacura is a human-centric IT-company using services and software to streamline and simplify our customers’ business-critical processes and ERP platforms. We’re passionate about creating solutions that enable our customers to work smarter and faster in their businesses.
Novacura is privately held and has offices in ten countries including Sweden, Germany, Poland, Sri Lanka, Norway and the USA. We have appx. 180 experienced employees and are headquartered in Gothenburg, Sweden.
We strongly believe in working with individuals who love what they do, and we aim to create an environment where our employees feel both confident and comfortable. We believe that when you get the space to do what you do best, the result will be something out of the ordinary.
Customer Support Analyst
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