Customer Support Specialist - Remote
About The Company
Neumo is a leading organization with over four decades of experience supporting government services across the United States. Recognized for four consecutive years as a GovTech 100 Company, Neumo specializes in providing innovative administrative and financial solutions tailored to the needs of state and local government agencies. Our commitment to community development, coupled with a client-focused approach, enables us to foster strong partnerships and deliver reliable support that empowers our clients to achieve their objectives. Neumo's expertise spans a broad spectrum of public sector services, and our dedicated team works tirelessly to enhance operational efficiency and service delivery through cutting-edge technology and strategic support.
About The Role
We are seeking a highly skilled Principal Support Specialist to join our dynamic team. In this senior support role, you will be responsible for delivering strategic, expert-level technical assistance to ensure the highest levels of customer satisfaction. Your primary focus will be diagnosing and resolving complex technical issues related to Neumo Core and Applications products, leveraging automation tools and instrumentation to prevent future problems. As a key member of the support team, you will handle critical customer escalations, collaborate closely with engineering, QA, and product teams, and often participate in on-site customer support activities. Additionally, you will mentor junior team members, share best practices, and contribute to process improvements aimed at enhancing overall support quality and product usability. This role requires a proactive mindset, excellent communication skills, and the ability to work independently in a fast-paced environment.
Responsibilities
- Provide strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues
- Utilize automation tools and instrumentation to diagnose, document, and resolve technical problems proactively
- Act as a primary technical resource for addressing highly complex and critical customer issues
- Serve as the main point of contact for escalated support cases, collaborating with engineering, QA, and product teams to identify solutions
- Lead on-site customer support efforts when required, resolving high-impact technical challenges in person
- Deliver post-sales technical support, including troubleshooting and answering customer inquiries via platforms like Zendesk
- Develop and maintain strong relationships with customers to enhance satisfaction and support outcomes
- Mentor junior support team members, sharing knowledge and fostering professional development
- Lead or contribute to cross-functional initiatives aimed at improving support processes and product usability
- Develop and update technical documentation, procedures, and best practices for internal and external use
- Conduct root cause analysis of recurring issues to support product improvements
- Advocate for customer needs within the organization to drive customer satisfaction
- Perform additional duties as assigned, demonstrating flexibility and adaptability in a dynamic environment
Qualifications
- Bachelor's degree in Computer Science, Management Information Systems, Engineering, Science, Math, Physics, Chemistry, or a related technical field
- 7+ years of experience supporting Neumo Core products or 8+ years supporting Applications products, preferably in a SaaS environment
- Proven experience managing and resolving high-priority escalated customer issues
- Hands-on experience with Anti-Virus Software, Microsoft Active Directory, DNS, DHCP, Windows Network Printers, Microsoft Office Suite, and ticketing systems such as Salesforce or Zendesk
- Project management experience or relevant certifications
- Prior leadership experience in cross-functional projects or teams
- Strong knowledge of system administration tasks and troubleshooting techniques
- Experience with SQL or other programming languages for automation and diagnostics
Benefits
- Competitive salary and comprehensive benefits package
- Health, dental, and vision insurance
- Retirement plan options
- Paid time off and holidays
- Professional development and training opportunities
- Collaborative and inclusive work environment
- Opportunities for career advancement within a growing organization