Customer Support Specialist

Job Description

Job Description

Job Description

Job Summary:
The Support Specialist will serve as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products. This role focuses on providing support to citizens and businesses using the platform, including direct assistance with helping local citizens troubleshoot Neumo products. The Support Specialist works closely with other teams to resolve technical issues, provide guidance, and maintain a high standard of customer satisfaction. This position requires the ability to troubleshoot issues in a fast-paced environment, monitor and resolve support tickets, and assist customers in navigating our systems.

Duties and Responsibilities:

• Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support to citizens using the Neumo platform for tax filing and submission of documents.
• Assist citizens with issues such as accessing the website, email delivery, technical problems with computers, and account information (frequency and setting requirements).
• Guide customers through their online portal, helping them locate relevant information and tasks.
• Work with internal teams, including engineering, QA, and product management, to provide the best possible support and ensure customer needs are met.
• Maintain ongoing communication with customers to resolve issues and provide updates on the status of their inquiries.
• Perform administrative tasks, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documents.
• Track recurring issues, log them for further review, and share insights with other teams to improve customer experience.
• Monitor existing customer accounts for errors, data integrity, and anomalies, ensuring smooth operation of business accounts.
• Contribute to the creation and maintenance of Help documentation to assist users with Neumo products and features.
• Proactively manage multiple support tickets and inquiries while prioritizing tasks effectively.
• Handle additional tasks as assigned, including contributing to broader team efforts and cross-functional collaboration.
• Perform other duties as assigned.

Education and Experience:

• 1 year of experience directly supporting Neumo products, or at least 3 years of related support experience in a SaaS environment.
• Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, or related field, or an equivalent combination of education and experience, or 4 years of professional experience and a relevant professional certification (e.g., CNE, MCSE, CPA) may substitute for a degree.
• 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

Knowledge, Skills and Abilities:

• Strong troubleshooting and problem-solving skills with the ability to research and develop solutions.
• Excellent written and verbal communication skills for both customer-facing and internal communications.
• Ability to work independently while following established policies and procedures.
• Familiarity with Salesforce or other CRM tools is preferred.
• Strong customer service orientation with the ability to manage multiple customer issues simultaneously.
• Strong de-escalation skills when handling customer issues.

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.