Onsite Public Sector SaaS 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

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.