Customer Support Specialist

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

📋 Description

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

• Assist users with a variety of issues, including website access, email delivery, technical difficulties with computers, and account information regarding frequency and setting requirements.

• Guide customers through their online portal, aiding them in finding relevant information and completing tasks.

• Collaborate with internal teams, such as engineering, QA, and product management, to deliver optimal support and address customer needs effectively.

• Maintain continuous communication with customers to address issues and provide updates on the progress of their inquiries.

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

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

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

• Play a role in creating and updating Help documentation to support users with Neumo products and features.

• Proactively manage multiple support tickets and inquiries, prioritizing tasks efficiently.

• Undertake additional responsibilities as assigned, including contributing to team initiatives and cross-functional collaboration.

• Perform other duties as required.

⛳️ Requirements

• Minimum of 1 year of experience directly supporting Neumo products, or at least 3 years of relevant 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 certification (e.g., CNE, MCSE, CPA) may substitute for a degree.

• Strong troubleshooting and problem-solving abilities, with a knack for researching and developing solutions.

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

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

• Familiarity with Salesforce or other CRM tools is advantageous.

• Strong customer service orientation, with the capability 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), along with general system administration tasks.

• Strong verbal and written communication skills.

• Proficient de-escalation skills when addressing customer issues.

🏝️ Benefits

• Competitive benefits and compensation package.