Senior Customer Support Specialist

🔥 36 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

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 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. • Knowledge, Skills and Abilities: • 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 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, and Ticketing systems (e.g., Salesforce, Zendesk).

🏖️ Benefits

• Competitive benefits and compensation package