Technical Support Specialist – Entry Level

About the role

As a Technical Support Specialist at Sovos, you will act as the bridge between our SaaS tax‑compliance platform and its users. You will provide fast, professional assistance for escalated technical issues, ensuring a smooth customer experience while contributing to continuous improvement.

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 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.
• Identify recurring issues and collaborate with product teams on improvements.
• Stay up‑to‑date with product updates, new features, and technical developments.
• Participate in on‑call rotations for after‑hours support.
• Leverage AI‑powered tools to enhance troubleshooting efficiency.

Required profile

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

Required skills

• Zendesk
• Freshdesk