[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.ResponsibilitiesMonitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalismDiagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutionsMaintain timely communication with customers, especially during service incidents or outagesAssist with customer-specific support needs and troubleshootingDocument and escalate software bugs, unusual behaviors, or recurring issues to internal teamsUpdate and maintain customer records in the CRM system with high attention to detailContribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategiesCollaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvementsRepresent the company with product expertise at trade shows, webinars, training sessions, and customer meetingsParticipate actively in team meetings, ongoing training, and continuous improvement effortsTake part in after-hours support rotation as neededPerform additional duties as assignedSkillsA minimum of 1 - 5 years in Support Help Desk management is mandatoryStrong verbal and written communication skillsOrganized, detail-oriented, and capable of managing multiple tasks independently and as part of a teamAble to explain technical concepts to both technical and non-technical usersQuick to learn and troubleshoot software applications, particularly in Windows environments, to assist others effectivelyProficiency with Microsoft 365 tools, including Outlook, Excel, and WordExperience with Justice environments and/or OperationsExperience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and statesExperience writing and/or reading basic SQL queriesProficiency using CRM and ticketing systemsAdvanced ability to read and write complex database queriesKnowledge of client-server structures and relationshipsBenefitsNeumo offers a competitive benefits and compensation packageCompany OverviewNeumo specializes in revenue capture, augmentation, and compliance to assist governments in maximizing their appropriate collections. It was founded in undefined, and is headquartered in , with a workforce of 1001-5000 employees. Its website is https://neumo.com/.