Cloud Support Specialist – SaaS & Government Tech

Neumo; Alabama; On-site; USD 42,000 - 56,000; Full time

Job summary

The Customer Support Specialist at Neumo will serve as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products, helping citizens and businesses navigate the platform.

You will troubleshoot, guide users through the online portal, and collaborate with engineering, QA, and product teams to resolve issues and improve the customer experience. Strong communication skills and documentation ability are essential.

Qualifications

• 1 year of direct Neumo product support, or 3 years in SaaS support.
• Bachelor's degree in CS/MIS/Engineering or related field, or an equivalent combination of education and experience, or 4 years with a relevant professional certification may substitute for a degree.

Responsibilities

• Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support to citizens using the Neumo platform for tax filing and submission of documents.
• Assist citizens with issues such as accessing the website, email delivery, technical problems with computers, and account information (frequency and setting requirements).
• Guide customers through their online portal, helping them locate relevant information and tasks.
• Work with internal teams, including engineering, QA, and product management, to provide the best possible support and ensure customer needs are met.
• Maintain ongoing communication with customers to resolve issues and provide updates on the status of their inquiries.
• Perform administrative tasks, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documents.
• Track recurring issues, log them for further review, and share insights with other teams to improve customer experience.
• Monitor existing customer accounts for errors, data integrity, and anomalies, ensuring smooth operation of business accounts.
• Contribute to the creation and maintenance of Help documentation to assist users with Neumo products and features.
• Proactively manage multiple support tickets and inquiries while prioritizing tasks effectively.
• Handle additional tasks as assigned, including contributing to broader team efforts and cross-functional collaboration.
• Perform other duties as assigned.

Skills

Troubleshooting

Customer service

CRM tools

Verbal communication

Written communication

Research

De-escalation

System administration

Windows OS

Ticketing systems

Education

Bachelor's degree in CS/MIS/Engineering or related field

Tools

Salesforce

Zendesk

Active Directory

DNS

DHCP

Windows

Office Suite

Ticketing systems

Job description

The Customer Support Specialist at Neumo will serve as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products, helping citizens and businesses navigate the platform.

You will troubleshoot, guide users through the online portal, and collaborate with engineering, QA, and product teams to resolve issues and improve the customer experience. Strong communication skills and documentation ability are essential.