What are the responsibilities and job description for the Support Specialist position at New World Application & Design?
Who We Are:
At New World Now LLC, we believe in shaping the future of early childhood education through innovative technology. As a leading provider of Insight®, our cloud-based software suite, we empower state agencies and policymakers to elevate the quality of childcare programs, streamline professional development, and improve outcomes for early childcare professionals.
Founded in 2007, New World has grown into a dynamic, mission-driven company with a strong commitment to delivering cutting-edge, mission-critical software solutions. Our collaborative culture combines technical excellence with deep industry expertise, fostering an environment where employees can make a meaningful impact while growing their careers.
If you're passionate about leveraging technology to create a lasting difference in early childhood education and thrive in a fast-paced, client-focused environment, we invite you to join us on our journey to make every day a new world of opportunity.
About The Role:
The Support Specialist is responsible for providing technical assistance and troubleshooting support for New World Now applications. This role focuses on resolving internal and external user requests, addressing critical defects, and assisting with application enhancements to ensure optimal performance and user experience.
What You'll Get To Do:
- Learn and apply the business rules and processes specific to various New World Now clients. Communicate ticket progress, bug details, feature updates, and other assigned tasks to the appropriate client(s) or stakeholder(s) in a timely and efficient manner.
- Maintain availability for real-time chat with key stakeholders and provide immediate or timely resolutions based on the nature of the request.
- Conduct video support sessions with end users to troubleshoot issues and deliver timely resolutions.
- Collaborate with the team’s work schedule and remain flexible to adjust hours as needed, accommodating clients and stakeholders across multiple U.S. and international time zones.
- Triage support tickets in ZenDesk, resolving or escalating issues as appropriate.
- Participate actively in collaborative team efforts to manage and resolve support tickets.
- Accurately document and reproduce troubleshooting steps or issues to assist in resolution and knowledge sharing.
- Communicate clear and thorough resolutions to internal and external stakeholders via the designated ticketing system.
- Manage assigned tasks independently and prioritize tickets according to agreed-upon service level agreements (SLAs).
- Utilize debugging skills to troubleshoot and resolve blocking and critical bugs or issues by investigating source code.
Qualifications:
- Associate’s degree in computer science
- Experience in a help desk, technical support, or customer service role
- SQL language knowledge and/or experience
- Willingness and ability to learn quickly and adapt to new tools, processes, and technologies while actively on the job
- Ability to thrive in a fast-paced, dynamic environment and complete tasks independently or as part of a collaborative team
- Growth mindset with a desire to continuously evolve, take on new challenges, and step outside of comfort zones
- Strong attention to detail and commitment to delivering high-quality work
- Foundational experience or formal training in Information Technology
We’d Also Love to See:
- Experience developing how-to guides, work instructions, or other process documentation
- Knowledge of developer language and tools
What We Offer:
- Annual bonus
- Comprehensive benefits package
- 401k
- Unlimited PTO
- Sick Time
- Paid Parental Leave
- Continuing education and training
- Hybrid work schedule
