Senior Customer Support Specialist

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

📋 Description

• Deliver advanced troubleshooting and technical assistance for a variety of Neumo products.

• Act as a point of escalation for intricate customer queries, ensuring prompt resolution and maintaining customer satisfaction.

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

• Lead or contribute to projects, initiatives, and improvements related to support.

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

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

• Proactively handle 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 resolving customer issues.

• Create, revise, 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 usability of Neumo products.

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

• Manage additional tasks as assigned, demonstrating flexibility to adapt to shifting priorities and project requirements.

• Undertake other duties as assigned.

⛳️ Requirements

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

• Bachelor’s degree in Computer Science, Management Information Systems, or equivalent professional and technical experience showcasing a deep 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 team members.

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

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

• Strong de-escalation skills when addressing customer issues.

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

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

• Strong troubleshooting and problem-solving skills, with the ability to research, diagnose, and resolve intricate 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

• Competitive benefits and compensation package