Principal Customer Support Specialist

This is a fully remote position, open to applicants in Tennessee, +2 more states.

📋 Description

• Offer strategic technical assistance for Neumo Core and Applications products, ensuring prompt resolution of intricate customer issues.

• Employ automated technology and instrumentation to identify, document, and resolve technical challenges, proactively averting future problems.

• Serve as a crucial technical resource, addressing highly complex and critical customer concerns that necessitate expert-level troubleshooting.

• Act as the primary contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to facilitate solutions.

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

• Provide post-sales technical assistance for clients, including addressing inquiries regarding the usage and troubleshooting of Neumo products (such as Electronic Support Services like Zendesk).

• Build and maintain relationships with customers to guarantee they receive optimal support and satisfaction with Neumo products.

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

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

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

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

• Advocate for customer satisfaction by representing customer needs within the support team and throughout the organization.

• Undertake additional responsibilities as assigned, demonstrating flexibility to adapt to shifting 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 more than 8 years of experience with Applications products in a support capacity, preferably within a SaaS environment.

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

• Proficient hands-on experience with 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).

• Project management experience or relevant certifications.

• Previous experience in leading cross-functional projects or teams.

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

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

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

• Proven leadership abilities, with the capacity to mentor junior staff and provide guidance on complex technical subjects.

• Ability to work autonomously, applying 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 abilities, with experience in managing multiple tasks and prioritizing under tight deadlines.

• General system administration responsibilities.

• Experience with SQL or other programming languages for troubleshooting and automation purposes.

• Strong de-escalation and conflict resolution skills.

🏝️ Benefits

• Competitive benefits and compensation package