Senior Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• The Senior Support Specialist at Neumo is essential in delivering advanced technical support for various Neumo products. This role necessitates a significant level of independent judgment to resolve complex issues and the capability to spearhead projects or initiatives focused on customer support.

• The Senior Support Specialist is tasked with troubleshooting challenges across multiple Neumo platforms, including Core and Applications products, while providing top-notch service to customers and ensuring their technical requirements are met promptly.

• This position involves close collaboration with internal teams such as engineering, QA, and product management to resolve escalated issues and formulate support solutions.

⛳️ Requirements

• A minimum of 4 years of experience supporting Core products or 5 years of experience with Applications products, ideally in a SaaS environment.

• A Bachelor's degree in Computer Science, Management Information Systems, or equivalent professional and technical experience showcasing a comprehensive understanding of Applications at both functional and technical levels (preferably Neumo products).

• Strong skills in troubleshooting and problem-solving, with the capability to research, diagnose, and resolve intricate technical issues.

• Experience in managing multiple projects or support tickets concurrently in a dynamic environment.

• Exceptional written and verbal communication skills, with the ability to convey complex technical information to both technical and non-technical audiences.

• Proven ability to work autonomously and exercise sound judgment in problem-solving.

• Strong de-escalation skills when addressing customer issues.

• Familiarity with support tools and systems, including Microsoft Office, Jira, Slack, and Salesforce.

• Strong organizational skills and attention to detail, with the ability to accurately document and track customer issues.

• Experience in leading projects or mentoring junior staff members.

🏝️ Benefits

• Neumo provides a competitive benefits and compensation package.