Sr. Customer Support Specialist (Remote)

Job Description

Job Summary:

The Senior Support Specialist at Neumo plays a critical role in providing advanced technical support for multiple Neumo products. This position requires a high degree of independent judgment to solve complex issues, and the ability to lead projects or initiatives related to customer support. The Senior Support Specialist is responsible for troubleshooting issues across various Neumo platforms, including Core and Applications products, and delivering best-in-class service to customers, ensuring their technical needs are met efficiently. This role involves close collaboration with internal teams, including engineering, QA, and product management, to address escalated issues and develop support solutions.

Duties and Responsibilities:

• 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.

Knowledge and Experience:

• 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).
• Strong troubleshooting and problem-solving skills with the ability to research, diagnose, and resolve complex technical issues.
• Experience managing multiple projects or support tickets simultaneously in a fast-paced environment.
• 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.
• Experience in leading projects or mentoring junior staff members.

Knowledge, Skills and Abilities:

      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)
• General system administration tasks

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.