Principal Customer Support Specialist

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🕒 July 22

🎸 Tennessee, Texas, +1 more states – Remote

🎸 Tennessee – Remote 🤠 Texas – Remote ☕ Washington – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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Avenu Insights & Analytics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1978

🏛️ Government

📋 Compliance

☁️ SaaS

Government • Compliance • SaaS

Avenu Insights & Analytics is a firm dedicated to enhancing revenue recovery and compliance for state and local governments. The company provides a comprehensive suite of services and software solutions aimed at maximizing transparency and operational efficiency while helping taxpayers meet their obligations. With expertise in compliance auditing, digital transformation, and public records management, Avenu collaborates with government entities to identify new revenue opportunities and optimize citizen services.

📋 Description

• Provide strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues • Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues • Act as a key technical resource, frequently addressing extremely complex and critical customer issues that require expert-level troubleshooting • Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions • Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required • Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk) • Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products • Mentor and provide direction to junior support staff, sharing knowledge and fostering team development • Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability • Develop and update technical documentation, procedures, and best practices for both internal and external use • Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products • Drive customer satisfaction by advocating for customer needs within the support team and across the organization • Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

🎯 Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification • 7 plus years of experience with Neumo Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment • Experience managing and resolving high-priority, escalated customer issues • Hands-on experience with the following products and tools: Anti-Virus Software, Microsoft Active Directory (AD), Microsoft Domain Name Services (DNS), Microsoft Dynamic Host Configuration Protocol (DHCP), Microsoft Windows Network Printers, Microsoft Office Suite, Ticketing systems (e.g., Salesforce, Zendesk) • Project management experience or certifications • Prior experience leading cross-functional projects or teams

🏖️ Benefits

• Neumo offers a competitive benefits and compensation package