Senior Customer Support Specialist

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

📋 Description

• Deliver expert troubleshooting and technical assistance for a range of Neumo products.

• Act as a key escalation point for complex customer queries, ensuring prompt resolution and maintaining high customer satisfaction.

• Employ independent judgment to determine solutions for diverse and intricate technical challenges.

• Lead or participate in support-related projects, initiatives, and process enhancements.

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

• Provide support with installation, maintenance, and technical advice for customers utilizing Neumo products, ensuring seamless implementation and ongoing support.

• Proactively oversee multiple support tickets and inquiries, prioritizing tasks and allocating resources as needed.

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

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

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

• Collaborate with cross-functional teams to enhance the functionality and user experience 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 to adjust to shifting priorities and project demands.

• Execute other duties as required.

⛳️ Requirements

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

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

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

• Background in leading projects or mentoring junior staff members.

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

• Demonstrated ability to work autonomously and apply sound judgment in problem-solving scenarios.

• Strong de-escalation abilities when addressing customer concerns.

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

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

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

• Hands-on 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), and general system administration tasks.

🏝️ Benefits

• Neumo offers a competitive benefits and compensation package.