Customer Support Specialist

Customer Support Specialist

At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day. Our culture is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas. If you're passionate about using your skills to drive real impact and want to thrive in a collaborative, fully remote environment, Neon One is the place for you.

About the Role

We're seeking a self-motivated, puzzle-loving Customer Support Specialist to join this growing team. This role is perfect for someone who enjoys solving problems, takes initiative, and thrives in a team environment. You'll support customers using a variety of SaaS tools and become a subject matter expert in several product areas. As the first point of contact, you'll help users by phone, live chat, and a ticketing system. You'll need to be comfortable troubleshooting software issues, navigating customer support platforms like Zendesk and Jira, and—most importantly—delivering best-in-class service.

Responsibilities

• Serve as the first point of contact for customer support inquiries
• Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email
• Document, escalate, and track support requests using Zendesk
• Verify and report software bugs; communicate with internal teams as needed
• Act as a Subject Matter Expert (SME) for assigned products
• Prioritize workload effectively and follow established SLAs
• Encourage clients to submit product feedback and enhancement requests
• Follow established risk management and data security protocols
• Update internal support documentation
• Participate in ongoing training and development opportunities
• Provide customer feedback to internal stakeholders
• Learn and support additional products within the company's suite
• Collaborate with product and development teams via tools like Jira
• Contribute to process improvements and other team initiatives

What You Bring

• 1+ year of technical support, troubleshooting, or database experience
• Strong written and verbal communication skills
• Empathy, problem-solving ability, and customer-first mindset
• Attention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack)
• High school diploma or equivalent required
• You are comfortable using AI tools as part of your regular workflow. You can name the tools you rely on, describe real use cases, and show genuine enthusiasm for what they make possible.

Why Join Neon One?

At Neon One, our values are how we show up every day. We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. We stand for our customers, act with care and intention in every decision, own the solution, and grow together. We innovate fearlessly, always exploring new ways to support our community and each other.

How We Hire

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.