Support Specialist

Support Specialist

Location: West Allis, WI (Hybrid/Onsite as applicable)

New World Now is a West Allis–based software company delivering application solutions that help organizations streamline operations, improve learning experiences, and better serve their customers. As the company continues to grow, they’re expanding their support team to ensure every client and user has a seamless, high-quality experience.

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 system performance and a strong end-user experience.

You’ll work closely with clients, internal stakeholders, and the development team to triage issues, communicate progress, and help continuously improve how support is delivered.

• Learn and apply business rules and processes specific to various New World Now clients.
• Communicate ticket progress, bug details, feature updates, and assigned tasks clearly and efficiently to clients and stakeholders.
• Maintain availability for real-time chat support with key stakeholders, providing immediate or timely resolutions based on urgency.
• Conduct video support sessions with end users to troubleshoot issues and deliver effective, timely solutions.
• Collaborate with the team’s work schedule and remain flexible in adjusting hours to support users across multiple U.S. and international time zones.
• Triage and manage support tickets in Zendesk, resolving issues directly or escalating as appropriate.
• Participate actively in team-based efforts to manage and resolve support requests.
• Accurately document troubleshooting steps, defects, and resolutions to support knowledge sharing and continuous improvement.
• Communicate clear, thorough resolutions to internal and external stakeholders through the designated ticketing system.
• Manage assigned tasks independently and prioritize tickets according to established service level agreements (SLAs).
• Utilize debugging skills to investigate source code and resolve blocking or critical issues when needed.

• Experience in a help desk, technical support, or customer service role.
• Working knowledge of SQL or experience using SQL in a support or troubleshooting context.
• Willingness and ability to learn quickly and adapt to new tools, processes, and technologies.
• Ability to thrive in a fast-paced, dynamic environment while working independently or collaboratively.
• Strong communication skills and comfort working directly with end users and stakeholders.

• Growth mindset with a desire to continuously evolve, take on new challenges, and step outside comfort zones.
• Strong attention to detail and commitment to delivering high-quality work.
• Foundational experience or formal training in Information Technology or a related field.

• Experience creating how-to guides, work instructions, or process documentation.
• Familiarity with developer tools and programming languages.
• Prior experience supporting SaaS or enterprise applications.