Support Specialist at New Era Technology

, , India -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

0.0

Posted On

04 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Troubleshooting, Problem Solving, Ticketing Systems, IT Systems, Communication Skills, Attention To Detail, Remote Work, Shift Work, SaaS Applications, SQL, APIs, ITIL Processes, Global Customers, Distributed Teams

Industry

IT Services and IT Consulting

Description

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 New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”). View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/ We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at privacy@neweratech.com .

Responsibilities

The Support Specialist will act as the first point of contact for customer queries and provide Level 1 and Level 2 support. They will diagnose, troubleshoot, and resolve issues while maintaining documentation and ensuring adherence to service level agreements.