Customer Support Specialist

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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

• 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 • Bachelor's 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), General system administration tasks • Strong verbal and written communication skills • Strong de-escalation skills when handling customer issues

🏖️ Benefits

• competitive benefits and compensation package