Customer Service Specialist

Customer Service SpecialistPlease note this is an onsite role Mon-Fri at our Draper, Utah office.For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities.We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference.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!This posting is for an existing vacancy.What You Will DoListen attentively to customers to understand what they are trying to accomplish with our products (Active Listening & Effective Questioning)Provide guidance, training, and troubleshooting services to resolve issues and/or empower customers to be effective and efficient in using our productsProvide service in written form and/or speak with the customer to help resolve issues, answer questions, and/or provide guidance on how best to use our products for customers contacting us via email or other digital channels,Provide on-going service and follow-up communication for situations which require more than one contact with a customerKeep your knowledge up to date about changes to our products so you understand the changes before they are released to our customersContinue learning and practicing with our products to grow your product knowledge to the advanced or expert levelFurther investigate, execute standard operating procedures which may include replicating the issue in a test environment, researching solutions, and/or documenting the scenario for escalating to the next level of supportCreate and update cases in our case management software (currently Salesforce) with details about each interaction with a customer, including documenting a synopsis of the situation, the category of situation, and the ultimate resolutionLearn and execute new and existing standard operating procedures to provide effective, efficient, and high-quality serviceEngage with your team members and in our team activities – fun & work combined!Contribute to our positive work environmentProvide constructive feedback to help our team continue being successfulGrow with NEOGOV as we keep growingWho You AreEngaged team player with a positive and helpful attitudeEffective communicator, verbally, non-verbally, and in writingSelf-starter who takes the initiative to learn, practice, and improveA continuous learner and an empathetic problem-solverAuthentic and passionate about high-quality serviceHard worker capable of smoothly riding the ebbs and flows of fluctuating volumes of customer requestsWhat You HaveBachelor'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 softwareEffective decision-making skillsSolid analytical skillsTime management skillsTechnically savvyWhat NEOGOV OffersCompetitive WagesComprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1Generous PTO to support work-life balance401K Matching12-week Paid Parental LeaveAutonomy to grow and find your career path with supportive leadershipCompany provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office.Inclusive and diverse work environmentNEOGOV 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.Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.