Customer Service Specialist III

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About

NEOGOV is a fast-growing SaaS leader in the Public Sector with a mission to serve the people who serve the people. Our clients use our software to manage their employee lifecycle from hire to retire by streamlining processes in our centralized platform. We are passionate about technology, focused on customer success, and have an entrepreneurial environment where innovation is encouraged and rewarded. NEOGOV is one of the top 50 fastest growing private software companies in the U.S. — Sound like a company you'd like to join? We are looking for top talent to make significant contributions to our products, technology, and customers. The Customer Service Specialist is an essential member of the Customer Support team, which is our front line serving the people who serve the people! You are the voice of NEOGOV providing world-class product support to all NEOGOV customers via phone calls, virtual meetings, and emails. You also collaborate with and support other departments to create high quality experiences for our customers. If you are passionate about excellence and helping others, you'll fit right in!

What You Will do

• Taking care of our customers, no matter what
• Case Escalations from L2 team on product bugs and enhancements for high-touch customers (JIRAs to be created)
• Case Escalations from L2 team for the following types of cases: Agency Outage, System Degradation, Halt in Process, Access Denied, Complex Data, Imports/Integrations, Project/Research Required, Issues Which Impact Multiple Agencies or Parent-Child Agencies
• Coordinate with L2 team regarding Enhancement Releases or Updates from the NEOGOV Product team
• Act as a Liaison between the NEOGOV Product team and the NEOGOV Customer Support team
• Project-based Assignments due to company need, as assigned by Director or Manager
• Director or Manager Escalation calls if advanced knowledge is needed
• Maintain case communication and proper notation of work completed with customers and/or product team
• Large Scale Customer Communications (via Salesforce or Community)
• Maintaining high quality in all customer interactions and case dictation
• Attending meetings with Director or Manager to go over current work on a weekly basis (as applicable)
• Decide on your career development - leadership will help, but you are the master of your fate
• Maintaining and increasing product knowledge - leadership will facilitate, but ambitiousness is always encouraged
• Internal Follow Up case assignments
• Consulting on Process Creation and Development
• Gaining information regarding trending issues for Customers
• Making sure your hardware is working and reporting if it is not
• Completing Timecards in a timely manner (as applicable)

Who You Are

• Engaged team player with a positive and helpful attitude
• Effective communicator, verbally, non-verbally, and in writing
• Self-starter who takes the initiative to learn, practice, and improve
• A continuous learner and an empathetic problem-solver
• Authentic and passionate about high-quality service
• Hard worker capable of smoothly riding the ebbs and flows of fluctuating volumes of customer requests

What You Have

• Bachelor's Degree or 1+ years' experience in a customer support / training / implementation role - bonus points for experience supporting a Software As A Service (SaaS) product - extra bonus points for HR and/or Public Safety software
• Effective decision-making skills
• Solid analytical skills
• Time management skills
• Technically savvy

What NEOGOV Offers

• Competitive Wages
• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K Matching
• 12-week Paid Parental Leave
• Autonomy to grow and find your career path with supportive leadership
• Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office.
• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. #LI-REMOTE