Support Specialist

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Job Title: Support Specialist

Employment Type: Permanent (On-rolls with New Era Technology)
Work Mode: Remote

About the Role

We are looking for a customer-focused Support Specialist to join New Era Technology on a permanent basis. The ideal candidate will provide timely, effective, and high-quality technical and functional support to end users while working in a fully remote environment.

Key Responsibilities

• Act as the first point of contact for customer queries, issues, and service requests

• Provide Level 1 / Level 2 support via email, chat, and calls

• Diagnose, troubleshoot, and resolve application, system, or user issues

• Log, track, and manage incidents and service requests using ticketing tools

• Escalate complex issues to internal teams and follow up until resolution

• Maintain clear documentation of issues, resolutions, and knowledge articles

• Ensure adherence to SLAs and customer satisfaction metrics

• Collaborate with internal technical and product teams for continuous improvement

• Provide regular status updates and reports to stakeholders

Required Skills & Qualifications

• 2+ years of experience in a Support / Application Support / IT Support role

• Strong troubleshooting and problem-solving skills

• Experience working with ticketing systems (ServiceNow, JIRA, Zendesk, etc.)

• Good understanding of IT systems, applications, and support processes

• Excellent verbal and written communication skills

• Customer-centric mindset with strong attention to detail

• Ability to work independently in a remote setup

• Willingness to work in shifts, if required

Good to Have

• Experience supporting enterprise or SaaS applications

• Basic knowledge of SQL, APIs, or system logs

• Exposure to ITIL processes

• Experience working with global customers or distributed teams

What We Offer

• Permanent role with New Era Technology

• Fully remote working model

• Opportunity to work with global clients and teams

• Learning and growth-oriented environment

• Competitive compensation and benefits

📩 Interested candidates, please share your updated resume to:
nalina.asirvatham@neweratech.com

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View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

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