[Hiring] Support Specialist @New Era Technology

Role Description

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

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

Benefits

• 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:
[email protected]