Principal Customer Support Specialist

🕒 July 17

🎸 Tennessee, Washington – Remote

🎸 Tennessee – Remote ☕ Washington – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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Neumo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏛️ Government

☁️ SaaS

Government • SaaS

Neumo is a government-focused cloud software company that provides automation and digital services for state and local public agencies. Their platform powers transactions and interactions between government agencies and constituents, offering products across revenue compliance (tax & licensing, short-term rental compliance, auditing, unclaimed property), justice (court case management, jury, probation), DMV (kiosks, testing & certification, fulfillment), public administration (land records, vitals, pension payments), payments (integrated payments, revenue collection, payment management), and platform services (reporting & analytics, forms, digital processing, ID verification, eSignatures, alerts, IT managed solutions). Trusted by 4,500+ agencies in North America, Neumo processes hundreds of millions of transactions and collects community revenue. The company focuses on improving efficiency, compliance, and self-service for government constituents using cloud and kiosk solutions.

📋 Description

• Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues. • Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues. • Act as a key technical resource, frequently addressing extremely complex and critical customer issues that require expert-level troubleshooting. • Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions. • Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required. • Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk). • Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products. • Mentor and provide direction to junior support staff, sharing knowledge and fostering team development. • Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability. • Develop and update technical documentation, procedures, and best practices for both internal and external use. • Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products. • Drive customer satisfaction by advocating for customer needs within the support team and across the organization. • Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

🎯 Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification. • 7 plus years of experience with Neumo Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment. • Experience managing and resolving high-priority, escalated customer 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). • Project management experience or certifications. • Prior experience leading cross-functional projects or teams. • Strong written and verbal communication skills, with the ability to explain complex technical solutions to both technical and non-technical stakeholders. • Ability to work independently, exercising sound judgment and problem-solving in a fast-paced environment. • Familiarity with support tools such as Microsoft Office, Jira, Slack, and Salesforce. • Strong organizational skills, with experience managing multiple tasks and prioritizing under tight deadlines. • General system administration tasks. • Experience with SQL or other coding languages for troubleshooting and automation. • Strong de-escalation and conflict resolution skills.

🏖️ Benefits

• Competitive benefits and compensation package