Customer Support Specialist (Remote)

• 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.

• 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.

• 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.
• 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.
• Strong verbal and written communication skills.
• Strong de-escalation skills when handling customer issues.

• Must be able to remain in a stationary position for most of the day.
• Constantly operates a computer and other office productivity machinery, such as a printer/copy machine.
• This position needs to occasionally move about inside the office.
• The person in this position frequently communicates 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.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.