Note: The job is a remote job and is open to candidates in USA. Neumo is a company with decades of expertise in supporting government services. They are seeking a Customer Support Specialist to deliver exceptional customer support, manage service tickets, and perform troubleshooting to enhance client experience.
Responsibilities
- Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism
- Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions
- Maintain timely communication with customers, especially during service incidents or outages
- Assist with customer-specific support needs and troubleshooting
- Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams
- Update and maintain customer records in the CRM system with high attention to detail
- Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies
- Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements
- Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings
- Participate actively in team meetings, ongoing training, and continuous improvement efforts
- Take part in after-hours support rotation as needed
- Perform additional duties as assigned
Skills
- A minimum of 1 - 5 years in Support Help Desk management is mandatory
- Strong verbal and written communication skills
- Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team
- Able to explain technical concepts to both technical and non-technical users
- Quick to learn and troubleshoot software applications, particularly in Windows environments, to assist others effectively
- Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word
- Experience with Justice environments and/or Operations
- Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states
- Experience writing and/or reading basic SQL queries
- Proficiency using CRM and ticketing systems
- Advanced ability to read and write complex database queries
- Knowledge of client-server structures and relationships
Benefits
- Neumo offers a competitive benefits and compensation package
Company Overview
Neumo specializes in revenue capture, augmentation, and compliance to assist governments in maximizing their appropriate collections. It was founded in undefined, and is headquartered in , with a workforce of 1001-5000 employees. Its website is https://neumo.com/.