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Neumo · 1 month ago

Customer Support Specialist (Remote)

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

Neumo is a company with four decades of public sector expertise, recognized for its support to government services. They are seeking a Technical Help Desk Representative to provide top-tier technical support, manage service tickets, and ensure excellent communication with clients.

CommunitiesComplianceGovernment

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, including refunds, voids, 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

Qualification

Technical Help Desk managementTroubleshooting software applicationsBasic SQL queriesMicrosoft 365 proficiencyClient-server knowledgeCommunication skillsOrganizational skills