Customer Service Specialist

NEOGOV; Draper (UT); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Full benefits Day 1

PTO and Paid Parental Leave

401K Matching

Office lunches & stocked kitchen in DR

Job summary

NEOGOV, an onsite Draper, Utah team, seeks a Customer Service Specialist to support public-sector customers via phone, email, and virtual meetings. You will resolve issues, train users, and document interactions in Salesforce, while collaborating with other departments to deliver high-quality experiences.

The role emphasizes empathy, proactive learning, and effective communication to empower customers and improve product usage. Join a people-first company driving GovTech innovation.

Qualifications

• Bachelor’s degree or 1+ year in customer support or related role.
• SaaS experience is a plus, extra points for HR/public safety software.
• Strong decision-making and analytical skills.
• Good time management and technical savviness.

Responsibilities

• Listen attentively to understand customers’ goals with our products.
• Provide guidance, training, and troubleshooting to resolve issues.
• Communicate in writing or verbally to answer questions via email or other channels.
• Provide ongoing service and follow-up when multiple contacts are needed.
• Keep up-to-date knowledge about product changes before release.
• Grow product knowledge to advanced levels through practice.
• Investigate, follow SOPs, replicate issues, and document scenarios for escalation.
• Create and update cases in Salesforce with interaction summaries and resolutions.
• Engage with teammates and participate in team activities.
• Contribute to a positive work environment and provide feedback.
• Grow with NEOGOV as we keep expanding.

Skills

Effective communication

Self-starter

Continuous learner

Empathetic problem-solver

Hard worker

Education

Bachelor’s Degree or 1+ years’ experience in customer support/training/implementation

SaaS experience a bonus

HR/Public Safety software experience a plus

Tools

Salesforce

Job description

About

Please note this is an onsite role Mon-Fri at our Draper, Utah office.

For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities.

We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.

At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.

Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference.

The Customer Service Specialist is an essential member of the Customer Support team, which is our front line serving the people who serve the people! You are the voice of NEOGOV providing world-class product support to all NEOGOV customers via phone calls, virtual meetings, and emails. You also collaborate with and support other departments to create high quality experiences for our customers. If you are passionate about excellence and helping others, you’ll fit right in!

This posting is for an existing vacancy.

What You Will Do

• Listen attentively to customers to understand what they are trying to accomplish with our products (Active Listening & Effective Questioning)
• Provide guidance, training, and troubleshooting services to resolve issues and/or empower customers to be effective and efficient in using our products
• Provide service in written form and/or speak with the customer to help resolve issues, answer questions, and/or provide guidance on how best to use our products for customers contacting us via email or other digital channels,
• Provide on-going service and follow-up communication for situations which require more than one contact with a customer
• Keep your knowledge up to date about changes to our products so you understand the changes before they are released to our customers
• Continue learning and practicing with our products to grow your product knowledge to the advanced or expert level
• Further investigate, execute standard operating procedures which may include replicating the issue in a test environment, researching solutions, and/or documenting the scenario for escalating to the next level of support
• Create and update cases in our case management software (currently Salesforce) with details about each interaction with a customer, including documenting a synopsis of the situation, the category of situation, and the ultimate resolution
• Learn and execute new and existing standard operating procedures to provide effective, efficient, and high-quality service
• Engage with your team members and in our team activities – fun & work combined!
• Contribute to our positive work environment
• Provide constructive feedback to help our team continue being successful
• Grow with NEOGOV as we keep growing

Who You Are

• Engaged team player with a positive and helpful attitude
• Effective communicator, verbally, non-verbally, and in writing
• Self-starter who takes the initiative to learn, practice, and improve
• A continuous learner and an empathetic problem-solver
• Authentic and passionate about high-quality service
• Hard worker capable of smoothly riding the ebbs and flows of fluctuating volumes of customer requests

What You Have

• Bachelor’s Degree or 1+ years’ experience in a customer support / training / implementation role – bonus points for experience supporting a Software As A Service (SaaS) product – extra bonus points for HR and/or Public Safety software
• Effective decision-making skills
• Solid analytical skills
• Time management skills
• Technically savvy

What NEOGOV Offers

• Competitive Wages
• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K Matching
• 12-week Paid Parental Leave
• Autonomy to grow and find your career path with supportive leadership
• Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office.
• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.