Customer Support Specialist (Remote)

Job Summary

The Support Specialist serves as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products. This role focuses on assisting citizens and businesses using the platform, including troubleshooting issues and guiding users. The specialist collaborates with internal teams to resolve problems, maintains high customer satisfaction, and manages support tickets in a fast-paced environment.

Duties and Responsibilities

• Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support.
• Assist users with website access, email delivery, technical issues, and account-related concerns.
• Guide customers through the online portal to locate information and complete tasks.
• Collaborate with internal teams (engineering, QA, product management) to resolve issues.
• Maintain communication with customers and provide status updates on inquiries.
• Perform administrative tasks such as updating procedures, drafting checklists, and creating documentation.
• Track recurring issues and share insights to improve customer experience.
• Monitor customer accounts for errors, data integrity, and anomalies.
• Contribute to Help documentation for users.
• Manage and prioritize multiple support tickets and inquiries.
• Participate in cross-functional collaboration and additional assigned tasks.
• Perform other duties as assigned.

Education and Experience

• 1 year of experience supporting Neumo products or 3+ years of related SaaS support experience.
• Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, or a related field OR equivalent combination of education and experience.
• Alternatively, 4 years of professional experience plus a relevant certification (e.g., CNE, MCSE, CPA) may substitute for a degree.

Knowledge, Skills and Abilities

• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently while following established procedures.
• Customer service orientation with the ability to manage multiple issues simultaneously.
• Strong de-escalation skills for handling customer concerns.
• Familiarity with CRM tools (e.g., Salesforce, Zendesk) preferred.
• Experience with:
  • Anti-virus software
  • Microsoft Active Directory (AD)
  • DNS and DHCP
  • Windows network printers
  • Microsoft Office Suite
  • Ticketing systems
  • General system administration tasks

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.