Customer Support Specialist (Remote)

Sundayy · United States · 1 mo ago

RemoteRemoteCustomer ServiceFull-time

About the Company

Neumo is a leading organization with over four decades of experience supporting government services and public sector initiatives across the United States. Recognized for four consecutive years as a GovTech 100 Company, Neumo specializes in delivering innovative administrative and financial solutions to state and local government agencies. Our commitment to community development and technological advancement positions us as a trusted partner in public sector transformation. We pride ourselves on fostering strong client relationships through a responsive, client-focused approach that empowers our customers to achieve their goals efficiently and effectively. With a dedicated team and a culture of continuous improvement, Neumo strives to make a meaningful difference in the communities we serve.

About the Role

The Customer Support Specialist at Neumo plays a crucial role as the primary point of contact for users of the Neumo Cloud Records and Search products. This role involves providing exceptional technical and customer service support to citizens and businesses utilizing our platform for tax filing and document submission. The specialist is responsible for troubleshooting technical issues, guiding users through online processes, and ensuring a seamless user experience. They collaborate closely with internal teams such as engineering, quality assurance, and product management to resolve complex issues and enhance product performance. The role requires excellent communication skills, problem-solving abilities, and a proactive approach to managing multiple support inquiries. The ideal candidate will contribute to the continuous improvement of support processes and documentation, ensuring customer satisfaction and operational efficiency.

Qualifications

Minimum of 1 year of support experience directly supporting Neumo products or 3 years of related SaaS support experience
Bachelor’s degree in Computer Science, Management Information Systems, Engineering, or a related field, or an equivalent combination of education and experience
Relevant professional certifications such as CNE, MCSE, CPA (optional but preferred)
Proficiency with CRM tools such as Salesforce or Zendesk
Hands-on experience with Microsoft Office Suite, Active Directory, DNS, DHCP, and network printers
Knowledge of system administration tasks and basic troubleshooting techniques
Strong verbal and written communication skills
Ability to work independently and follow established policies and procedures
Excellent customer service orientation with de-escalation skills

Responsibilities

Serve as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support related to Neumo Cloud products
Assist users with website access issues, email delivery, technical problems, and account management
Guide customers through their online portals, helping them locate relevant information and complete tasks efficiently
Collaborate with internal teams including engineering, QA, and product management to resolve issues and improve support quality
Maintain ongoing communication with customers to provide updates and ensure resolution of their issues
Create and update system procedures, checklists, forms, and help documentation to support user self-service
Track recurring issues, log them for further analysis, and share insights to improve product and support processes
Monitor customer accounts for errors, data anomalies, and overall system health to ensure smooth operation
Contribute to the development and maintenance of help resources and FAQs for Neumo products
Manage multiple support tickets simultaneously, prioritizing tasks based on urgency and impact
Participate in cross-functional team efforts, contributing to process improvements and project initiatives
Perform additional duties as assigned to support team goals and organizational objectives

Benefits