[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Neon One is a leader in nonprofit software, creating solutions that help organizations connect and build trust. They are seeking a self-motivated Customer Support Specialist to support customers using various SaaS tools, troubleshoot software issues, and provide excellent service as the first point of contact.ResponsibilitiesServe as the first point of contact for customer support inquiriesTroubleshoot issues and provide clear, empathetic communication via phone, chat, and emailDocument, escalate, and track support requests using ZendeskVerify and report software bugs; communicate with internal teams as neededAct as a Subject Matter Expert (SME) for assigned productsPrioritize workload effectively and follow established SLAsEncourage clients to submit product feedback and enhancement requestsFollow established risk management and data security protocolsUpdate internal support documentationParticipate in ongoing training and development opportunitiesProvide customer feedback to internal stakeholdersLearn and support additional products within the company’s suiteCollaborate with product and development teams via tools like JiraContribute to process improvements and other team initiativesSkills1+ year of technical support, troubleshooting, or database experienceStrong written and verbal communication skillsEmpathy, problem-solving ability, and customer-first mindsetAttention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack)High school diploma or equivalent requiredCompany OverviewNeon One provides social good organizations with unified tools and services they need to help fulfill their mission. It was founded in 2018, and is headquartered in Chicago, Illinois, USA, with a workforce of 201-500 employees. Its website is https://neonone.com/.