Customer Support Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Serve as the primary point of contact for customer inquiries, delivering technical assistance and troubleshooting support to users of the Neumo platform for tax filing and document submission.

• Aid citizens with challenges such as website access, email delivery issues, technical difficulties with computers, and account information (frequency and setting requirements).

• Assist customers in navigating their online portal, guiding them to find relevant information and complete necessary tasks.

• Collaborate with internal teams, including engineering, QA, and product management, to ensure optimal support and address customer needs effectively.

• Maintain regular communication with customers to resolve issues and provide updates on the status of their inquiries.

• Carry out administrative duties, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documentation.

• Monitor recurring issues, log them for further analysis, and share insights with other teams to enhance the customer experience.

• Oversee existing customer accounts for errors, data integrity, and anomalies, ensuring seamless operation of business accounts.

• Contribute to the development and upkeep of Help documentation to support users with Neumo products and features.

• Proactively manage multiple support tickets and inquiries while effectively prioritizing tasks.

• Perform additional tasks as assigned, including contributing to broader team initiatives and cross-functional collaboration.

⛳️ Requirements

• Minimum of 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 a related field, or an equivalent combination of education and experience; alternatively, 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 abilities with the proficiency to research and devise solutions.

• Exceptional written and verbal communication skills for both customer-facing and internal interactions.

• Capability to work independently while adhering to established policies and procedures.

• Familiarity with Salesforce or other CRM tools is preferred.

• Strong customer service orientation with the capacity to manage multiple customer issues concurrently.

• Practical 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, and Ticketing systems (e.g., Salesforce, Zendesk).

• General system administration skills.

🏝️ Benefits

• Competitive benefits and compensation package.