[Remote] Customer Support Specialist (Remote)
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