Customer Support Specialist

NEOGOV; Draper (UT); On-site; USD 42,000 - 65,000; Full time

Job summary

NEOGOV is seeking a Customer Support Specialist to be the voice of NEOGOV, helping public sector customers via phone, email, and virtual meetings from our Draper office. You will guide users, train on best practices, troubleshoot issues, and follow up to ensure satisfaction.

Ideal candidates are team players with strong communication, quick learning, and empathetic problem solving. A bachelor’s degree or 1+ years in SaaS support is preferred, especially in HR or public safety software.

Qualifications

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

Responsibilities

• 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
• 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

Job description

About

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

NEOGOV is a proud AI-Enabled SaaS leader in the Public Sector & Public Safety space with a mission to serve the people who serve the people . Our clients use our software to streamline everyday processes NEOGOV is a leading AI-enabled SaaS provider serving the public sector and public safety organizations nationwide.

For more than 25 years, we’ve helped agencies streamline critical workforce and operational processes through an integrated, intelligent platform. From hiring and onboarding to employee growth, retention, compliance, and public safety operations, our solutions support the full employee lifecycle. Guided by our mission to serve the people who serve the people, we combine innovation, customer focus, and purpose-driven technology to help build stronger communities.

The Customer Support 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

• An engaged team player with a positive and helpful attitude
• An effective communicator
• 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