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, 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 to help them find relevant information and complete tasks.

• Collaborate with internal teams, including engineering, QA, and product management, to provide optimal support and meet customer needs.

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

• Execute administrative duties, such as creating or updating system procedures in the online help system and preparing 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 the smooth operation of business accounts.

• Assist in the creation and maintenance of Help documentation to support users with Neumo products and features.

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

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

• Perform other duties as required.

⛳️ Requirements

• A minimum of 1 year 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 along with a relevant professional certification (e.g., CNE, MCSE, CPA) may substitute for a degree.

• Strong troubleshooting and problem-solving capabilities with the ability to research and devise solutions.

• Excellent written and verbal communication skills for both external and internal communications.

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

• Familiarity with Salesforce or other CRM systems is preferred.

• Strong customer service focus with the ability to handle multiple customer issues simultaneously.

• 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, Ticketing systems (e.g., Salesforce, Zendesk), and general system administration tasks.

• Strong verbal and written communication skills.

• Strong de-escalation abilities when addressing customer issues.

🏝️ Benefits

• Competitive benefits and compensation package