Senior Customer Support Specialist

Job not on LinkedIn

🕒 4 days ago

🎸 Tennessee, Utah – Remote

🎸 Tennessee – Remote ⛷️ Utah – Remote

⏰ Full Time

🟠 Senior

💝 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 advanced troubleshooting and technical support for multiple Neumo products. • Serve as a point of escalation for complex customer inquiries, ensuring issues are resolved efficiently and customer satisfaction is maintained. • Utilize independent judgment to identify solutions for varied and complex technical problems. • Lead or contribute to support-related projects, initiatives, and process improvements. • Act as a liaison between customers and internal teams (engineering, QA, product management) to resolve escalated issues. • Proactively manage multiple support tickets and inquiries, prioritizing tasks and allocating resources as necessary. • Track and document ongoing issues, contributing to knowledge sharing and continuous improvement of support processes. • Assist in training and mentoring junior support staff, providing guidance and best practices for resolving customer issues.

🎯 Requirements

• At least 4 years of experience supporting Core products or 5 years of experience with Applications products, preferably in a SaaS environment. • Bachelor's degree in Computer Science, Management Information Systems, OR equivalent professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels (preferably Neumo products). • Experience managing multiple projects or support tickets simultaneously in a fast-paced environment. • Experience in leading projects or mentoring junior staff members. • Familiarity with support tools and systems, such as Microsoft Office, Jira, Slack, and Salesforce.

🏖️ Benefits

• Competitive benefits and compensation package • Health insurance • Paid time off • Professional development opportunities