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 prompt resolution of complex customer issues.

• Leverage automated technology and instrumentation to identify, document, and resolve technical challenges while proactively preventing future complications.

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

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

• Lead on-site customer support initiatives as required, resolving significant technical issues in person when necessary.

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

• Cultivate and maintain relationships with customers to ensure optimal support and satisfaction with Neumo products.

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

• Lead or contribute to cross-functional 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 products.

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

• Perform 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, Chemistry, or a similar 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 in a SaaS environment.

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

• 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).

• Project management experience or relevant certifications.

• Previous experience leading cross-functional projects or teams.

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

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

• General system administration capabilities.

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

• Strong skills in de-escalation and conflict resolution.

🏝️ Benefits

• Competitive benefits and compensation package