Principal Customer Support Specialist (Remote)

Job Description

Job Description

Job Summary:

As a Principal Support Specialist, you will be responsible for providing strategic, expert-level technical support to ensure the highest levels of customer satisfaction. You will play a key role in diagnosing and resolving complex technical issues, leveraging automated technology and instrumentation to prevent future problems. As a senior member of the support team, you will be the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges. Your responsibilities may involve on-site visits to customers, in addition to remote support. You will also mentor junior support team members and provide guidance to improve team performance and technical acumen.

Duties and Responsibilities:

• 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.

Education and Experience:

• 7+ years of experience with Neumo Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment.
• Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification.
• Alternatively, proven professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels (preferably Neumo products).
• Experience managing and resolving high-priority, escalated customer issues.
• Project management experience or certifications.
• Prior experience leading cross-functional projects or teams.

Knowledge, Skills and Abilities:

• 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.
• Experience with SQL or other coding languages for troubleshooting and automation.
• Strong de-escalation and conflict resolution skills.
• 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.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.