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 support and troubleshooting assistance to users of the Neumo platform for tax filing and document submission.

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

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

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

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

• Execute administrative responsibilities, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documents.

• 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 the seamless operation of business accounts.

• Assist in the creation and upkeep of Help documentation to guide users through 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 delegated.

⛳️ Requirements

• A minimum of 1 year of experience directly supporting Neumo products, or at least 3 years of relevant support experience in a SaaS environment.

• A 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 capabilities with the ability to research and formulate solutions.

• Excellent written and verbal communication skills for interactions with customers and internal communications.

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

• Familiarity with Salesforce or other CRM tools is preferred.

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

• Hands-on 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).

🏝️ Benefits

• Neumo provides a competitive benefits and compensation package.