Senior Customer Support Specialist

🕒 Janeiro 28

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Neumo

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🏛️ Governo

☁️ SaaS

Government • SaaS

A Neumo é uma plataforma líder em automação governamental e software em nuvem que facilita transações e interações entre agências governamentais e as comunidades que elas atendem. A Neumo oferece uma plataforma SaaS unificada e produtos especializados para conformidade de receita e impostos, gestão de pagamentos e receita, quiosques de autoatendimento DMV, soluções para tribunais e justiça, registros de terrenos e documentos vitais, verificação de identidade, assinaturas eletrônicas, relatórios/analíticos e serviços gerenciados de TI. Confiada por mais de 4. 500 agências estaduais e locais em toda a América do Norte, a Neumo processa centenas de milhões de transações e ajuda agências a coletar e gerenciar receitas e serviços públicos.

Descrição

• Serve as a Tier 2 escalation point for complex customer support cases related to: • Payment processing • Transaction failures, discrepancies, and reversals • Refunds, settlements, and reconciliation issues • Reporting accuracy and financial data validation • Investigate issues across the full transaction lifecycle, including: • Payment initiation • Authorization • Processing • Posting and reporting • Analyze transactional data to identify root causes and provide clear, accurate resolutions • Communicate effectively with customers, internal teams, and stakeholders, ensuring clarity around payment status, timelines, and outcomes • Maintain detailed documentation of cases, findings, and resolutions in the ticketing system (e.g., Service Cloud) • Escalate complex or unresolved issues appropriately, providing full context and data-backed analysis • Contribute to team knowledge by documenting recurring issues, workflows, and best practices related to payments and transactions • Ensure a high standard of professionalism, accuracy, and customer satisfaction at all times • Support system or platform troubleshooting as needed • Perform other duties and assigned

🎯 Requisitos

• 6+ years of experience in a related field (customer support, operations, finance, payments, or data-focused roles) • 4+ years of hands-on experience supporting payment processing and transactional systems • Strong experience working with: Payment data, Transaction records, Reporting and reconciliation • Experience working with ticketing systems and structured support environments • Experience supporting custom or proprietary platforms • Experience in public sector, fintech, or regulated environments • Native or near-native English proficiency with strong comprehension and written communication skills

🏖️ Benefícios

• Neumo offers a competitive benefits and compensation package