Principal Customer Support Specialist

This is a fully remote position, open to applicants in Tennessee, +1 more state.

📋 Description

• Provide strategic technical assistance for Neumo Core and Applications products, ensuring efficient resolution of intricate customer challenges.

• Employ automated technologies and tools to identify, document, and address technical issues while proactively mitigating future occurrences.

• Serve as a vital technical resource, frequently tackling highly complex and critical customer concerns that necessitate expert troubleshooting.

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

• Lead on-site customer support initiatives as required, addressing significant technical challenges in person when needed.

• Provide post-sales technical assistance for customers, including addressing inquiries related to the usage and troubleshooting of Neumo products (including Electronic Support Services like Zendesk).

• Build and sustain relationships with customers to guarantee optimal support and satisfaction with Neumo products.

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

• Lead or contribute to cross-functional projects, initiatives, and enhancements aimed at improving customer experience and product usability.

• Create and revise technical documentation, procedures, and best practices for both internal and external reference.

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

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

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

⛳️ Requirements

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

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

• Proven experience in managing and resolving high-priority, escalated customer issues.

• 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).

• Experience in project management or relevant certifications.

• Previous experience leading cross-functional projects or teams.

• Established professional and technical experience showcasing a comprehensive understanding of Applications at both functional and technical levels, preferably Neumo.

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

• Excellent written and verbal communication skills, with the capability to articulate complex technical solutions to both technical and non-technical audiences.

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

• Capability to work independently, exercising sound judgment and problem-solving in a dynamic environment.

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

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

• General system administration experience.

• Proficiency in SQL or other programming languages for troubleshooting and automation.

• Strong skills in de-escalation and conflict resolution.

🏝️ Benefits

• Neumo provides a competitive benefits and compensation package.