Support Specialist

Job Type:

Full-time

Job Summary:

Reporting to the Support Manager, this is a client-focused support position specializing in the support and assisting in enhancements of New World Now applications and working to achieve resolution on all requests or critical defects; both internally and externally. You will work collaboratively with assigned clients/users, the development team, and various stakeholders within the company to ensure the delivery of all agreed tasks in an efficient, timely manner. You will be the primary point of contact for our clients, who serve the needs of early childhood education practitioners across the world. Our support team is currently still growing and evolving with the needs of our clients, thus the responsibilities, qualifications, and other mentioned items here do not necessarily exhibit or meet all desired traits.

Required Responsibilities:

• Learn and exemplify the business rules of various New World Now clients, specifically in the field of early childhood education.
• Relay ticket work, bug details, feature updates, and other assigned tasks to their designated client(s) in a timely and efficient manner.
• Help organize initial needs assessment with client representatives and internal product owners in an agile development workflow
• Be readily available for chats and emails with stakeholders to provide resolutions either immediately or within a timely manner depending on the request, as well as provide regular updates as a resolution is developed.
• Construct basic SQL based search statements and updates to facilitate client configuration as needed.
• Cooperate with the teams’ current work schedule and be flexible enough to maneuver one’s schedule to meet deadlines as needed or requested of by the Support Manager. (Schedule flexibility is key since the current clients’ and stakeholders of New World Now transcend numerous time zones across the United States and internationally.)
• Utilize creative thinking to provide resolutions both within existing confines and outside of the norm
• Accurately recreate and reproduce all troubleshooting steps or issues
• Communicate development and resolution to both internal and external requests to stakeholders and end-users via ticketing system
• Self-manage tasks and organize tickets accordingly based upon agreed Service Level Agreements
• Utilize debugging skills to troubleshoot and resolve blocking/critical bugs by investigating code changes
• Other duties as assigned

Preferred Qualifications:

• Associates degree or higher in Computer Science or related field
• Previous experience in or extensive familiarity with early childhood education
• Previous business to business customer service experience
• Previous experience with CRM software and familiarity with agile workflows
• Prior experience in the Information Technology field
• Proficient with SQL, preferably with knowledge of T-SQL/MSSQL.

Required Qualifications:

• Associates degree or higher
• Prior experience within a help desk and/or client management environment
• Basic understanding of object-oriented programming and various languages
• Comfortable working within a constantly fast paced environment and completing duties as assigned either alone or collaboratively
• Self-motivated and able to triage requests based on client need, multitasking where needed
• Open to change and eager to develop themselves to grow within the organization
• Able to develop own skills and share knowledge with others
• Positive attitude and amiable personality
• Skilled in cross department collaboration
• Highly attentive to details and quality

Benefits Offered:

• Paid time-off
• Health insurance
• Dental insurance
• Vision insurance
• Retirement Savings