Customer Service & IT Support Specialist

Greene Resources; New Bern (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health and dental insurance

Short-term disability and life 보험

Job summary

Greene Resources in New Bern, NC is seeking a Customer Service & IT Support Specialist to join a growing team.

This highly customer-facing role requires exceptional communication, problem-solving, and relationship-building skills as you troubleshoot issues, guide customers, and support election software and systems. You will work with county and city officials to ensure accurate data, reliable configurations, and timely deployments.

Qualifications

• 2+ years of customer-facing experience required.
• Experience communicating with customers and resolving questions professionally.
• Strong verbal and written communication skills.
• Able to explain technical concepts clearly to non-technical users.

Responsibilities

• Serve as a primary point of contact for customers with professional, responsive support.
• Communicate via phone, email, remote-access tools, and in person to understand issues and guide resolution.
• Build lasting customer relationships through clear communication and timely follow‑up.
• Provide Tier 1 and Tier 2 technical support for software, data, configuration, and hardware issues.
• Configure and maintain election databases and voting-system files with county/city officials.
• Document troubleshooting steps, resolutions, and system changes; create user guides and training materials.

Skills

Customer service

Technical support

Communication

Problem solving

Time management

Multitasking

Remote-access tools

Documentation

Relationship building

Education

Experience in customer service/IT support

Tools

Microsoft Excel

Adobe Acrobat

Job description

Position: Customer Service & IT Support Specialist

Location: New Bern, NC

Type: Full-time; Direct Hire

Schedule: Monday - Friday, 8:30am to 5:00pm

Greene Resources is seeking a Customer Service & IT Support Specialist to join a growing and dynamic team! This is a highly customer-facing support role requiring exceptional communication, customer service, problem-solving, and relationship-building skills. The ideal candidate will have a strong background in customer service, client support, or technical support and be comfortable communicating directly with customers by phone, email, remote-access tools, and in person. This individual will serve as a key point of contact for customers, helping them troubleshoot issues, answer questions, navigate specialized software and systems, and successfully complete critical projects.

Job Description

• Serve as a primary point of contact for customers, providing professional, responsive, and solutions-oriented support.
• Communicate with customers by phone, email, remote-access tools, and in person to understand issues, answer questions, provide guidance, and resolve problems.
• Build and maintain strong customer relationships through clear communication, timely follow‑up, professionalism, and a commitment to customer satisfaction.
• Listen carefully to customer needs, ask effective questions, identify issues, and determine appropriate solutions or next steps.
• Translate technical information, processes, and instructions into clear, easy‑to‑understand guidance for non‑technical users.
• Manage multiple customer requests and priorities while maintaining accurate communication and timely follow‑up.
• Provide Tier 1 and Tier 2 technical support for software, data, configuration, and hardware issues.
• Configure and maintain election databases, system settings, and voting‑system files in partnership with county and city election officials. Build ballot layouts and generate print‑ready ballot PDFs using specialized election management software.
• Perform data validation and quality assurance on ballot content, database records, and system configurations before production or deployment.
• Conduct software, hardware, and file testing on election systems and voting equipment; identify, diagnose, and resolve defects.
• Provide end‑user support and troubleshooting for customers using specialized election software and equipment.
• Document troubleshooting steps, resolutions, customer interactions, and system changes; maintain accurate technical records and follow established QA/QC procedures.
• Develop technical documentation, user guides, and training materials for customers and end users.
• Lead customer training sessions and provide clear instruction on software, systems, processes, and equipment.
• Follow up with customers to ensure issues have been resolved and questions have been fully addressed.
• Collaborate with internal team members to manage project timelines and meet critical election deployment deadlines.
• Maintain a high level of accuracy and attention to detail when working with customer data, ballot content, databases, and system configurations.
• Handle confidential customer and election‑related information appropriately.

Position Requirements

• 2+ years of customer‑facing experience in customer service, client support, technical support, help desk, or a similar role required.
• Demonstrated experience communicating directly with customers and resolving questions, issues, or concerns in a professional and timely manner.
• Excellent verbal and written communication skills with a strong ability to communicate clearly and professionally with customers.
• Strong customer service skills with the ability to remain patient, professional, and solution‑oriented when assisting customers with questions or technical issues.
• Ability to listen to customers, understand their needs, ask effective questions, and guide them toward appropriate solutions.
• Ability to explain technical concepts, processes, and instructions clearly to customers with varying levels of technical knowledge. Experience supporting or training customers, clients, or end users required.
• Previous experience with IT systems, databases, spreadsheets, or detailed data workflows.
• Proficiency with Microsoft Excel and Adobe Acrobat.
• Ability to troubleshoot technical issues and learn specialized software and systems.
• Strong proofreading, documentation, organization, and follow‑up skills.
• Ability to manage multiple customer requests and competing priorities while meeting deadlines.
• Ability to handle confidential information with discretion and professionalism.
• Election or government experience is welcome but not required.

Benefits

• Health and dental insurance
• Short‑term disability and life insurance
• 401(k)
• Paid time off

Greene Resources is part of Array Corporation, the leading technology‑enabled workforce solutions company whose mission is to fix how work is bought, sold and delivered to enable access to the American Dream.

We are proud to be an Equal Employment Opportunity and affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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