Customer Support Specialist

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

📋 Description

• Provide primary support for Neumo Payments products and services.

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

• Aid callers in successfully completing payments and transactions.

• Address inquiries regarding charges, payments, accounts, and case records.

• Direct issues to the appropriate client program contact and escalation path.

• Attend to assigned support tickets and fulfill SLA response targets.

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

• Record software issues with enough detail for engineering replication.

• Keep accurate support records and case documentation.

• Process refunds and void transactions.

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

• Collaborate with the payment processing platform for transaction research and resolution.

• Update and maintain client and account data in support and tracking systems.

• Foster relationships with client program contacts to support retention and satisfaction.

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

• Document support procedures, escalation paths, and instructional resources.

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

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

• Perform additional duties as assigned.

⛳️ Requirements

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

• 1-2 years of experience in customer service.

• Preferred experience in software, payments, or support for government or justice-sector clients.

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

• Moderate proficiency in Microsoft Office Suite.

• Exceptional verbal and written communication skills.

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

• Capacity to handle confidential and sensitive information with care.

• Exhibit the principles of excellent customer service to all clients and colleagues.

• Ensure compliance with all company policies and/or regulations.

• Availability to work evenings and weekends as required.

• Must be able to sit for extended periods and work on a computer for several hours a day, five days a week.

• Frequent communication via telephone is necessary.

🏝️ Benefits

• Competitive benefits and compensation package.

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