Customer Support Specialist

🕒 5 days ago

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Neumo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏛️ Government

☁️ SaaS

💳 Fintech

Government • SaaS • Fintech

Neumo is a government-focused cloud software company that provides automation and transaction platforms for state and local public agencies. Its product suite includes revenue and tax & licensing compliance, DMV systems and kiosks, court and justice case management, payments and revenue collection, land and vital records, ID verification, eSignatures, reporting/analytics, and managed IT solutions. Trusted by 4,500+ city, county, state, and federal agencies across North America, Neumo reports processing roughly 900M transactions and collecting about $44B in revenue for communities served. The company’s mission is to modernize constituent-facing government services through self-service solutions, integrated payments, and a unified cloud platform.

📋 Description

• Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support to citizens using the Neumo platform for tax filing and submission of documents. • Assist citizens with issues such as accessing the website, email delivery, technical problems with computers, and account information (frequency and setting requirements). • Guide customers through their online portal, helping them locate relevant information and tasks. • Work with internal teams, including engineering, QA, and product management, to provide the best possible support and ensure customer needs are met. • Maintain ongoing communication with customers to resolve issues and provide updates on the status of their inquiries. • Perform administrative tasks, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documents. • Track recurring issues, log them for further review, and share insights with other teams to improve customer experience. • Monitor existing customer accounts for errors, data integrity, and anomalies, ensuring smooth operation of business accounts. • Contribute to the creation and maintenance of Help documentation to assist users with Neumo products and features. • Proactively manage multiple support tickets and inquiries while prioritizing tasks effectively. • Handle additional tasks as assigned, including contributing to broader team efforts and cross-functional collaboration. • Perform other duties as assigned.

🎯 Requirements

• 1 year of experience directly supporting Neumo products, or at least 3 years of related support experience in a SaaS environment. • Bachelors degree in Computer Science, Management Information Systems, Science, Engineering, or related field, or an equivalent combination of education and experience, or 4 years of professional experience and a relevant professional certification (e.g., CNE, MCSE, CPA) may substitute for a degree • Strong troubleshooting and problem-solving skills with the ability to research and develop solutions. • Excellent written and verbal communication skills for both customer-facing and internal communications. • Ability to work independently while following established policies and procedures. • Familiarity with Salesforce or other CRM tools is preferred. • Strong customer service orientation with the ability to manage multiple customer issues simultaneously. • 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)

🏖️ Benefits

• Neumo offers a competitive benefits and compensation package