Customer Support Specialist

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

📋 Description

• Deliver front-line assistance for Neumo Payments products and services.

• Handle incoming support calls, texts, and emails from client personnel, citizens, and customers.

• Aid callers in successfully completing payments and transactions.

• Address inquiries regarding charges, payments, and account or case records.

• Direct problem-related calls and emails to the appropriate client program contact and escalation route.

• Respond to assigned support tickets and achieve SLA response objectives.

• Escalate unresolved matters to delivery, product, or technical teams.

• Document software issues with adequate detail for engineering replication.

• Keep accurate support records and case documentation.

• Process refunds and void transactions.

• Investigate charges, duplicate payments, failed payments, and chargebacks.

• Examine transactions with the payment processing platform.

• Maintain and update client and account information in support and tracking systems.

• Foster a positive company image while ensuring client retention and satisfaction.

• Establish and nurture relationships with client program contacts.

• Offer product improvement suggestions based on client feedback and recurring issues.

• Document support processes, escalation routes, and instructional materials.

• Engage in support team meetings and cross-training activities.

• Adhere to access checklists for program accounts and support tools.

• Execute additional duties as assigned.

⛳️ Requirements

• Associate's degree preferred, or equivalent relevant experience.

• 1-2 years of experience in customer service.

• Preferred experience in software, payments, or supporting clients in the government or justice sector.

• Familiarity with software support tools and payment or transaction systems.

• Moderate proficiency in Microsoft Office Suite.

• Strong verbal and written communication skills.

• Excellent problem-solving abilities, with a knack for analyzing issues and finding effective solutions.

• Capability to manage confidential and sensitive information discreetly.

• Exemplify good customer service principles to all clients and colleagues.

• Adhere to all company policies and regulations.

• Availability to work evenings and weekends as needed.

• Must be able to remain seated for extended periods and work at a computer for several hours each day, five days a week.

• Regular use of a computer and other office equipment.

• Frequent communication via telephone.

🏝️ Benefits

• Competitive benefits and compensation package.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.