Principal Customer Support Specialist

This is a fully remote position, open to applicants in Alabama, +4 more states.

📋 Description

• Deliver strategic, expert-level technical assistance to guarantee maximum customer satisfaction.

• Identify and resolve intricate technical challenges, utilizing automated technology and tools to avert future issues.

• Serve as the primary expert for urgent customer escalations and complicated matters, often collaborating with engineering, QA, and product teams to address challenges.

• Engage in on-site customer visits, in addition to providing remote support.

• Guide and mentor junior support team members, offering advice to enhance team performance and technical skills.

• Provide strategic technical assistance for Neumo Core and Applications products, ensuring swift resolution of complex customer inquiries.

• Employ automated technology and tools to diagnose, document, and resolve technical issues while proactively preventing future occurrences.

• Act as the main point of contact for escalated support cases, working with internal teams (engineering, QA, and product management) to implement solutions.

• Lead on-site customer support initiatives when necessary, addressing high-impact technical issues in person as required.

• Offer post-sales technical support to customers, including resolving inquiries regarding the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk).

• Build and nurture relationships with customers to ensure they receive optimal support and satisfaction with Neumo products.

• Mentor and guide junior support personnel, sharing expertise and promoting team growth.

• Lead or participate in cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability.

• Create and update technical documentation, procedures, and best practices for both internal and external audiences.

• Collaborate on root cause analysis of recurring issues to assist product and engineering teams in improving the stability and functionality of Neumo products.

• Promote customer satisfaction by advocating for client needs within the support team and across the organization.

• Undertake additional tasks as assigned, demonstrating flexibility to adapt to shifting priorities and project demands.

⛳️ Requirements

• A minimum of 7 years of experience with Neumo Core products or 8 years with Applications products in a support capacity, ideally within a SaaS environment.

• A Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, Chemistry, or a comparable technical degree/certification.

• Alternatively, substantial professional and technical experience that reflects a deep understanding of Applications at both functional and technical levels (preferably with Neumo products).

• Experience in managing and resolving high-priority, escalated customer concerns.

• Project management experience or relevant certifications.

• Previous experience leading cross-functional projects or teams.

• Proficiency in diagnosing and resolving complex technical issues using automation tools and advanced troubleshooting techniques.

• Excellent written and verbal communication skills, capable of articulating complex technical solutions to both technical and non-technical audiences.

• Proven leadership abilities, with a knack for mentoring junior staff and providing guidance on complex technical issues.

• Capacity to work independently, exercising sound judgment and problem-solving skills in a fast-paced environment.

• Familiarity with support tools such as Microsoft Office, Jira, Slack, and Salesforce.

• Strong organizational capabilities, with experience managing multiple tasks and prioritizing under tight deadlines.

• Proficient in SQL or other coding languages for troubleshooting and automation purposes.

• Strong conflict resolution and de-escalation skills.

• Hands-on experience with products and tools including 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.

🏝️ Benefits

• Neumo provides a competitive benefits and compensation package.