FileLocal Call Representative (On-Site)

Neumo; Birmingham (AL); On-site; USD 40,000 - 50,000; Full time

Job summary

Neumo in Birmingham, AL is seeking a FileLocal Call Representative to provide technical support to taxpayers via phone and email. The role emphasizes strong problem solving, clear communication, and guiding users through troubleshooting steps in a customer-facing environment.

Candidates should have at least one year of customer service or tech support experience; help desk experience is a plus. The position involves documenting interactions and collaborating with colleagues to implement

Qualifications

• Minimum of one year of customer service and/or technical support experience.
• Experience in a help desk or call center environment is a plus.

Responsibilities

• Respond to incoming calls and emails, assisting taxpayers with technical support inquiries.
• Diagnose and resolve customer issues using troubleshooting steps.
• Collaborate with peers and development teams to communicate and implement solutions.
• Maintain detailed records of customer interactions and solutions provided.
• Perform other duties as assigned.

Skills

Customer service

Technical support

Communication

Tools

Windows OS

Softphone

Job description

Job Summary

The FileLocal Call Representative is responsible for providing technical support and assistance to taxpayers through phone and email interactions. This role requires strong problem-solving skills, effective communication, and the ability to guide customers through troubleshooting steps. This position is ideal for individuals who thrive in a customer-facing role, enjoy problem-solving, and have a technical aptitude to assist users effectively.

Duties and Responsibilities

• Respond to incoming calls and emails, assisting taxpayers with technical support inquiries.
• Utilize critical thinking and problem-solving skills to diagnose and resolve customer issues.
• Collaborate with peers and development teams to communicate and implement solutions.
• Maintain detailed records of customer interactions and solutions provided.
• Perform other duties as assigned.

Qualifications and Experience

• Minimum of one year of customer service and/or technical support experience.
• Experience in a help desk or call center environment is a plus.

Knowledge, Skills and Abilities

• Basic proficiency in Windows operating systems, navigating menu systems, and using troubleshooting guides.
• Ability to operate a softphone system for call handling.
• Strong verbal and written communication skills with a customer-focused approach.
• Ability to multitask, prioritize issues, and work efficiently in a fast-paced environment.

Work Environment

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands

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

Neumo Summary

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.