Senior Customer Support Specialist

🔥 9 minutes ago

🏈 Alabama, Tennessee, +2 more states – Remote

🏈 Alabama – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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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

• 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. • Assist with installation, maintenance, and technical guidance for customers using Neumo products, ensuring smooth implementation and continued support. • 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. • Create, update, and maintain technical documentation, including procedures, FAQs, and user guides for customers and internal teams. • Collaborate with cross-functional teams to improve the functionality and usability of Neumo products. • Analyze existing customer accounts, identify trends, and recommend process or product enhancements to improve customer satisfaction. • Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements. • Perform other duties as assigned.

🎯 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. • Excellent written and verbal communication skills, with the ability to explain complex technical information to both technical and non-technical audiences. • Proven ability to work independently and exercise sound judgment when solving problems. • Strong de-escalation skills when handling customer issues. • Familiarity with support tools and systems, such as Microsoft Office, Jira, Slack, and Salesforce. • Strong organizational skills and attention to detail, with the ability to document and track customer issues accurately. • Strong troubleshooting and problem-solving skills with the ability to research, diagnose, and resolve complex technical 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), General system administration tasks

🏖️ Benefits

• Neumo offers a competitive benefits and compensation package