Senior Customer Service Specialist 1

About the role

NEOGOV is a people‑first GovTech company that builds modern SaaS solutions for public‑sector HR and compliance workflows. The Customer Service Specialist is an essential member of the Customer Success team, providing phone and technical support to all NEOGOV customers and collaborating with internal departments to ensure high‑quality, easy‑to‑use support processes that drive customer satisfaction.

Responsibilities

• Execute support, training, and best‑practice coaching for all customers.
• Replicate reported issues in a test environment.
• Study product tutorials and documentation prior to each enhancement release.
• Perform daily customer support operations, including responding to questions and following up on reported issues.

Qualifications

• 1+ years of experience in a training/implementation or support role, preferably within HR/HRIS systems.
• Previous experience with support and/or SaaS products.
• Solid decision‑making and analytical skills.
• Strong time‑management abilities.
• Excellent written and verbal communication skills.
• B.A. or B.S. degree; concentration in Human Resources or industry experience in payroll, benefits, and time‑management processes preferred.

Skills

• Engaged team player
• Interpersonal communicator
• Empathetic problem‑solver
• Authentic and passionate about quality service
• Technically savvy

Benefits

• Competitive wages
• Comprehensive benefits package (medical, dental, vision, etc.) effective Day 1 for full‑time employees
• Generous PTO to support work‑life balance
• 401(k) matching
• 12‑week paid parental leave
• Autonomy to grow and shape your career path with supportive leadership
• Company‑provided lunches and a fully stocked kitchen in the Draper office
• Inclusive and diverse work environment

Schedule

Full‑time, 100 % onsite position based in Draper, Utah. Monday through Friday, with the shift concluding at 6:00 PM Mountain Time.