Remote SaaS Support Specialist – Cloud Records

Neumo; West Jordan (UT); On-site; USD 48,000 - 64,000; Full time

Job summary

The Support Specialist at Neumo serves as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products, assisting citizens and businesses with troubleshooting and navigation of the platform. You will work with engineering, QA, and product teams to resolve issues and maintain high customer satisfaction in a fast-paced SaaS environment.

This role requires strong problem-solving, clear written and verbal communication, and the ability to

Qualifications

• 1 year of experience directly supporting Neumo products, or at least 3 years of related SaaS support experience.
• Bachelor's degree in Computer Science, MIS, Science, Engineering, or related field, or an equivalent combination of education and experience, or 4 years of professional experience and a relevant professional certification may substitute for a degree.
• Hands-On Experience With the Following Products and Tools: Anti-Virus Software, Active Directory (AD), DNS, DHCP, Windows, Network Printers, Office Suite, Ticketing systems (Salesforce, Zendesk), General system administration tasks

Responsibilities

• Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support to citizens using the Neumo platform for tax filing and submission of documents.
• Assist citizens with issues such as accessing the website, email delivery, technical problems with computers, and account information.
• Guide customers through their online portal, helping them locate relevant information and tasks.
• Work with internal teams, including engineering, QA, and product management, to provide the best possible support and ensure customer needs are met.
• Maintain ongoing communication with customers to resolve issues and provide updates on the status of their inquiries.
• Perform administrative tasks, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documents.
• Track recurring issues, log them for further review, and share insights with other teams to improve customer experience.
• Monitor existing customer accounts for errors, data integrity, and anomalies, ensuring smooth operation of business accounts.
• Contribute to the creation and maintenance of Help documentation to assist users with Neumo products and features.
• Proactively manage multiple support tickets and inquiries while prioritizing tasks effectively.
• Handle additional tasks as assigned, including contributing to broader team efforts and cross-functional collaboration.
• Perform other duties as assigned.

Skills

Troubleshooting

Customer service

Communication

Independent work

De-escalation

Education

Bachelor's degree in Computer Science, MIS, Science, Engineering, or related field

Equivalent combination of education and experience

4 years of professional experience with relevant certification (CNE, MCSE, CPA) may substitute for a degree

Tools

Active Directory

DNS

DHCP

Windows

Network printers

Office Suite

Ticketing systems (Salesforce, Zendesk)

General system administration

Job description

The Support Specialist at Neumo serves as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products, assisting citizens and businesses with troubleshooting and navigation of the platform. You will work with engineering, QA, and product teams to resolve issues and maintain high customer satisfaction in a fast-paced SaaS environment.

This role requires strong problem-solving, clear written and verbal communication, and the ability to