Impactful Customer Support Specialist (Hybrid, Growth)

NAVEX; Charlotte (NC); Hybrid; USD 27,552 - 38,572; Full time

Job summary

NAVEX seeks a Customer Support Specialist to provide frontline support for Customer Administrators of our solutions, resolving product questions, assisting with configuration changes, and troubleshooting technical issues. As part of a hybrid team, you will collaborate with colleagues to improve processes, create knowledge resources, and mentor peers while delivering measurable outcomes for customers.

You will engage with stakeholders, adapt communication styles, and learn new tools—including

Qualifications

• 2+ years of experience in customer service and software support.
• Proficiency in Windows and Microsoft Office, and a general understanding of website functionality.
• Experience updating and managing CRM; Salesforce preferred.
• Training experience with the ability to adapt facilitation style to engage your audience.
• Ability to learn and assimilate new information quickly.
• Ability to evaluate and define customer and system needs.
• Ability to work within a team environment to achieve results.
• Attention to detail with strong planning and prioritization.

Responsibilities

• Serve as a trusted advisor by understanding customer goals and desired outcomes
• Lead complex customer issues through diagnosis, resolution, and follow-up
• Adapt communication styles to effectively engage technical and business stakeholders
• Independently manage escalated customer situations and expectations
• Prioritize work based on customer impact, risk, and business needs
• Identify root causes, recurring trends, and opportunities for improvement
• Partner across teams to resolve issues and improve customer experiences
• Create and enhance knowledge resources, processes, and best practices
• Recommend scalable solutions that improve operational efficiency and customer outcomes
• Share expertise and mentor peers to strengthen team capabilities

Skills

Customer service

Software support

Teamwork

Attention to detail

Communication

Facilitation

Learning agility

Problem solving

Culture agility

AI readiness

Time management

Tools

Salesforce

Windows

Microsoft Office

Job description

NAVEX seeks a Customer Support Specialist to provide frontline support for Customer Administrators of our solutions, resolving product questions, assisting with configuration changes, and troubleshooting technical issues. As part of a hybrid team, you will collaborate with colleagues to improve processes, create knowledge resources, and mentor peers while delivering measurable outcomes for customers.

You will engage with stakeholders, adapt communication styles, and learn new tools—including