Customer Support Specialist

🔥 22 hours ago

🗻 New Hampshire – Remote

🗻 New Hampshire – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 12%

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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Neumo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏛️ Government

☁️ SaaS

Government • SaaS

Neumo is a leading government automation and cloud software platform that powers transactions and interactions between government agencies and the communities they serve. Neumo offers a unified SaaS platform and specialized products for revenue and tax compliance, payments and revenue management, DMV self-service kiosks, court and justice solutions, land and vital records, ID verification, eSignatures, reporting/analytics, and IT managed services. Trusted by 4,500+ state and local agencies across North America, Neumo processes hundreds of millions of transactions and helps agencies collect and manage public revenue and services.

📋 Description

• Provide front-line support for Neumo Payments products and services • Handle inbound calls, texts, emails, and support tickets from client staff, citizens, and customers • Assist callers in completing payments and transactions successfully • Resolve questions about charges, payments, accounts, and case records • Route problems 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 • Coordinate with the payment processing platform for transaction research and resolution • Maintain and update client and account data in support and tracking systems • Build relationships with client program contacts and support retention and satisfaction • Share 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 • 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