Muni-Link: Customer Support Specialist I

Verathon Inc; Altoona (PA); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Muni-Link is seeking a Customer Support Specialist I in Altoona, PA to provide first-line assistance via phone, email, and live chat for billing customers using cloud-based software. Report to the Customer Support Manager and work a hybrid schedule.

This role emphasizes problem solving, clear communication, CRM documentation, and timely escalation. Ideal for candidates with 0–2 years' experience, a bachelor’s degree, and strong Microsoft Office skills who want to grow in customer success.

Qualifications

• Bachelor’s degree typically required.
• 0–2 years of relevant experience preferred.
• Strong communication and customer service skills desired.

Responsibilities

• Serve as the first point of contact for customers via phone, email, or live chat.
• Provide clear guidance on how to use software components.
• Document all interactions in CRM and escalate issues as needed.
• Build customer relationships and ensure high satisfaction.
• Train customers on software functions when necessary.
• Support and follow up to ensure issue resolution.

Skills

Customer service

Communication

Organizational skills

Microsoft Office

Problem solving

Multitasking

Education

Bachelor's degree or international equivalent

Job description

Muni-Link: Customer Support Specialist I

Job Category: Manufacturing

Requisition Number: MUNIL018885

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• Posted : September 11, 2026
• Full-Time

Locations

Showing 1 location

Altoona, PA 16602, USA

Description

Muni-Link is a leading Cloud-Based Utility Billing Software Company. Increase your operational efficiency and accuracy with cloud-based utility billing software. Muni-Link is the first and only software provider entirely dedicated to streamlining municipal billing. Our innovative cloud billing solutions save you time and money by reducing manual operational requirements. https://muni-link.com/

Customer Support Specialist

Position Summary:

The Customer Support Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Link’s cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats. The Customer Support Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction. Once trained this position will have a hybrid work week onsite and remote.

Key Responsibilities

• Serve as the first point of contact for Muni-Link Billing customers seeking assistance over the phone, email or live chat
• Give clear and concise direction to customers on how to use software components
• Troubleshoot and effectively be able to comprehend the issue described by the customer through pertinent questioning
• Document all customer interactions in CRM or other customer databases, and alert management of important customer issues or problems needing further escalation for resolution
• Build strong customer relationships and generate high customer satisfaction
• Train the customers on the software functions when necessary
• Provide ongoing support, assistance and follow-up
• Escalate significant problems and issues promptly to Customer Support Manager
• Improve operations whenever possible
• Be patient, courteous and respectful at all times, to empower and encourage customers
• Strive to resolve incidents on first contact

Additional Responsibilities

• Help maintain feature Requests – record, report, update the ticket and customer regularly, and track to completion.
• Maneuver efficiently through Microsoft Applications – Outlook, Word and Excel
• Understand, maintain and support outside vendor software that interface’s with Muni-Link
• Keep Customer records updated in our Muni-Link software and CRM – phone, emails, employee contacts
• Prioritize and escalate significant customer issues promptly to Customer Support Manager when necessary
• Encourage opportunities to upsell/cross-sell Muni-Link’s other module’s and products when speaking to customers, passing along leads and referrals to Sales Manager
• Assigned project specialist tasks (Regression Testing, Bill Print, Documents, Meter, Accounting)
• Other customer support specialist tasks, as assigned

Skills Needed:

• Basic understanding and ability to use Microsoft business applications – Outlook, Word and Excel
• Organized
• Demonstrated understanding of working with software/technology
• Strong Interpersonal and External personal skills (Excellent Communication skills)
• Customer service oriented
• Honesty and integrity
• Positive attitude and enthusiasm
• Balance
• Creativity
• Determination and teamwork
• Strong work ethic
• Excellent multi-tasker with a focus on efficiency
• General business knowledge
• Ability to learn software quickly

Preferred Qualifications: Requirements

• General business / financial concepts, accounting knowledge a plus

Education/Experience: Typicallyrequiresa bachelor’s degree (or international equivalent) and 0-2 years of relevant experience.

Location: Altoona, PA

Neptune Technology Group Inc. does not sponsor U.S. work authorizations for this position, including H-1B, O-1 and TN. Neptune also does not sponsor individuals in F-1 status for this role.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.