Principal Customer Support Specialist

🕒 July 21

🎸 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 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

• 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. • Proven professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels, preferably Neumo. • Expertise in diagnosing and resolving complex technical problems using automation tools and advanced troubleshooting methods. • Strong written and verbal communication skills, with the ability to explain complex technical solutions to both technical and non-technical stakeholders. • Demonstrated leadership skills, with the ability to mentor junior staff and provide direction on complex technical matters. • 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

• Neumo offers a competitive benefits and compensation package