Customer Support Specialist
About Neon One
At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day. Our culture is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas.
About the Role
We’re seeking a self-motivated, puzzle-loving Customer Support Specialist to join this growing team. This role is perfect for someone who enjoys solving problems, takes initiative, and thrives in a team environment. You’ll support customers using a variety of SaaS tools and become a subject matter expert in several product areas. As the first point of contact, you’ll help users by phone, live chat, and a ticketing system. You’ll need to be comfortable troubleshooting software issues, navigating customer support platforms like Zendesk and Jira, and—most importantly—delivering best-in-class service.
Key Responsibilities
- Serve as the first point of contact for customer support inquiries
- Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email
- Document, escalate, and track support requests using Zendesk
- Verify and report software bugs; communicate with internal teams as needed
- Act as a Subject Matter Expert (SME) for assigned products
- Prioritize workload effectively and follow established SLAs
- Encourage clients to submit product feedback and enhancement requests
- Follow established risk management and data security protocols
- Update internal support documentation
- Participate in ongoing training and development opportunities
- Provide customer feedback to internal stakeholders
- Learn and support additional products within the company’s suite
- Collaborate with product and development teams via tools like Jira
- Contribute to process improvements and other team initiatives
What You Bring
- 1+ year of technical support, troubleshooting, or database experience
- Strong written and verbal communication skills
- Empathy, problem-solving ability, and customer-first mindset
- Attention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack)
- High school diploma or equivalent required