Customer Support Specialist

Job not on LinkedIn

🔥 17 hours ago

🗻 New Hampshire – Remote

🗻 New Hampshire – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 front-line support for Neumo Payments products and services • Answer inbound support calls, texts, and emails from client staff, citizens, and customers • Assist callers in completing payments and transactions successfully • Resolve questions about charges, payments, and account or case records • Route problem calls and emails to the correct client program contact and escalation path • Respond to assigned support tickets and meet SLA response targets • Escalate unresolved issues to delivery, product, or technical teams • Document software issues with sufficient detail for engineering reproduction • Maintain accurate support records and case documentation • Process refunds and void transactions • Research charges, duplicate payments, failed payments, and chargebacks • Research transactions with the payment processing platform • Maintain and update client and account data in support and tracking systems • Promote a positive company image and maintain client retention and satisfaction • Build and maintain relationships with client program contacts • Provide product improvement ideas based on client feedback and recurring issues • Document support procedures, escalation paths, and instructional materials • Participate in support team meetings and cross-training • Maintain and follow access checklists for program accounts and support tools • Perform other duties as assigned

🎯 Requirements

• Associate's degree preferred, or the equivalent amount of related experience • 1-2 years of customer service experience • Experience in software, payments, or supporting government or justice-sector clients preferred • Working knowledge of software support tools and payment or transaction systems • Moderate knowledge of Microsoft Office Suite • Excellent verbal and written communications skills • Strong problem-solving skills, with the ability to analyze issues and find effective solutions • Ability to manage confidential and sensitive information with discretion • Demonstrate the principles of good customer service to all customers and colleagues • Demonstrate compliance with all company policies and/or regulations • Employees are required to work evenings and weekends, as necessary • Must be able to remain seated for extended periods and work at the computer several hours a day, five days a week • Regular use of a computer and other office machinery • Frequent communication via telephone

🏖️ Benefits

• Competitive benefits and compensation package • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions