Senior Customer Support Specialist

This is a fully remote position, open to applicants in Alabama, +3 more states.

📋 Description

• Deliver expert troubleshooting and technical support for a variety of Neumo products.

• Act as a key escalation point for intricate customer queries, ensuring timely resolution and high levels of customer satisfaction.

• Employ independent judgment to devise solutions for diverse and complex technical challenges.

• Lead or actively participate in support-related projects, initiatives, and enhancements to processes.

• Serve as a bridge between customers and internal teams (engineering, QA, product management) to address escalated concerns.

• Provide assistance with the installation, upkeep, and technical guidance for clients utilizing Neumo products, ensuring seamless implementation and ongoing support.

• Proactively oversee multiple support tickets and inquiries, prioritizing tasks and managing resources effectively.

• Monitor and document ongoing issues, contributing to knowledge sharing and the continuous improvement of support operations.

• Aid in training and mentoring junior support personnel, offering guidance and best practices for resolving customer issues.

• Develop, update, and maintain technical documentation, including procedures, FAQs, and user guides for both customers and internal teams.

• Collaborate with cross-functional teams to enhance the functionality and usability of Neumo products.

• Evaluate existing customer accounts, identify trends, and suggest process or product improvements to boost customer satisfaction.

• Undertake additional responsibilities as assigned, demonstrating flexibility in adapting to evolving priorities and project demands.

• Perform other tasks as needed.

⛳️ 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).

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

• Experience in leading projects or mentoring junior staff members.

• Knowledge, Skills, and Abilities:

• Exceptional written and verbal communication abilities, capable of conveying complex technical information to both technical and non-technical audiences.

• Demonstrated capability to work independently and utilize 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.

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

• Proficient troubleshooting and problem-solving skills with the aptitude to research, diagnose, and resolve intricate technical issues.

• 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).

🏝️ Benefits

• Competitive benefits and compensation package