Customer Support Specialist (On-Site)

Neumo Holdings LLC; Amherst (NH); On-site; USD 42,000 - 56,000; Full time

Job summary

Neumo Holdings LLC is seeking a Customer Support Specialist for Neumo Payments to deliver frontline assistance for payments and services. This on-site role handles inbound calls, texts, and tickets, guiding clients through transactions and resolving issues across accounts.

Candidates typically have 1–2 years of customer service experience; an associate degree is preferred. Strong communication, problem-solving, and confidentiality are essential, with occasional evenings or weekends required.

Qualifications

• 1–2 years of customer service experience; experience in software, payments, government, or justice-sector clients is a plus.
• Strong verbal and written communication skills are essential.
• Ability to maintain confidentiality and handle sensitive information.
• Position may be remote or on-site (on-site in Amherst, NH).

Responsibilities

• Answer inbound support calls, texts, and emails from clients and customers.
• Assist callers in completing payments and transactions.
• Resolve questions about charges, payments, and account records.
• Route issues to the appropriate team and escalate as needed.
• Document and log software issues for engineering reproduction.
• Maintain accurate support records and client data.

Skills

Customer service

Communication

Problem solving

Discretion/confidentiality

Education

Associate's degree

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Support Specialist (On-Site)

Full Time Technical Amherst, NH, US

10 days ago Requisition ID: 2742

Job Summary:

The Customer Support Specialist – Neumo Payments is responsible for front-line support of Neumo Payments product and services to handling inbound calls, texts, and tickets across Neumo Payments.

Duties and Responsibilities:

• Answer inbound support calls, texts, and emails from Neumo Payments client staff, citizens and Neumo customers.
• Assist callers in completing their payments and transactions successfully.
• Resolve questions about charges, payments, and account or case records across the program accounts.
• Route problem calls and emails to the correct client program contact and escalation path.
• Respond promptly to assigned support tickets and meet SLA response targets.
• Escalate issues to delivery, product, or technical teams when they cannot be resolved at first contact.
• Document and log software issues with enough detail for engineering to reproduce them.
• Maintain accurate support records and case documentation.

Payment & Transaction Support

• Process refunds and void transactions.
• Research charges, duplicate payments, failed payments, and chargebacks.
• Look up customers and case records to resolve "cannot be found in the system" and similar payment issues.
• Coordinate with the payment processing platform for transaction research and resolution.
• Maintain and update client and account data in our support and tracking systems.

Client Relationship & Retention

• Promote a positive company image in every client interaction to maintain retention and satisfaction.
• Build and maintain working relationships with named client program contacts.
• Offer product improvement ideas to the delivery and product teams based on client feedback and recurring issues.

Documentation & Team Support

• Help document support procedures, escalation paths, and instructional materials for the Neumo Payments programs.
• Participate in regular support team meetings and cross-training.
• Maintain and follow the access checklist for program accounts and support tools.
• Perform other duties as assigned.

Education and Experience:

• Associate's degree preferred, or the equivalent amount of related experience.
• 1-2 years of customer service experience; experience in software, payments, or supporting government or justice-sector clients preferred.

Knowledge, Skills and Abilities:

• Working knowledge of software support tools and payment or transaction systems.
• A moderate knowledge of Microsoft Office Suite.
• Excellent verbal and written communications skills.
• Strong problem-solving skills, with the ability to analyze issues and find effective solutions.
• Ability to manage confidential and sensitive information with discretion.
• Demonstrate the principles of good customer service to all customers and colleagues.
• Demonstrate compliance with all company policies and/or regulations.
• Position may be remote or on site.
• The noise level in the work environment is usually moderate as the employee works in an open-floor office environment, in an individual workstation, using a telephone and computer.
• Employees are required to work evenings and weekends, as necessary.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• Must be able to remain seated for extended periods, work at the computer several hours a day, five days a week.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.