[Remote] Customer Support Specialist (Remote)

Note: The job is a remote job and is open to candidates in USA. Neumo is a company with decades of expertise in supporting government services. They are seeking a Customer Support Specialist to deliver exceptional customer support, manage service tickets, and perform troubleshooting to enhance client experience.

Responsibilities

• Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism
• Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions
• Maintain timely communication with customers, especially during service incidents or outages
• Assist with customer-specific support needs and troubleshooting
• Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams
• Update and maintain customer records in the CRM system with high attention to detail
• Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies
• Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements
• Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings
• Participate actively in team meetings, ongoing training, and continuous improvement efforts
• Take part in after-hours support rotation as needed
• Perform additional duties as assigned

Skills

• A minimum of 1 - 5 years in Support Help Desk management is mandatory
• Strong verbal and written communication skills
• Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team
• Able to explain technical concepts to both technical and non-technical users
• Quick to learn and troubleshoot software applications, particularly in Windows environments, to assist others effectively
• Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word
• Experience with Justice environments and/or Operations
• Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states
• Experience writing and/or reading basic SQL queries
• Proficiency using CRM and ticketing systems
• Advanced ability to read and write complex database queries
• Knowledge of client-server structures and relationships

Benefits

• Neumo offers a competitive benefits and compensation package

Company Overview