Remote Support Specialist - SaaS Help & Troubleshooting

Neumo

Centreville (IL)

On-site

USD 52,000 - 76,000

Full time

6 days ago

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Job summary

Neumo seeks a Support Specialist to be the first point of contact for technical and customer service issues for Neumo Cloud Records and Search products. You will assist citizens and businesses, troubleshoot platform problems, and coordinate with engineering and product teams to resolve issues.

The role requires strong communication, multitasking, and the ability to navigate a fast-paced support environment.

Qualifications

1 year of experience directly supporting Neumo products or 3 years in SaaS support
Bachelor's degree in Computer Science, MIS, Engineering or related field or 4 years of professional experience with relevant certs preferred
Hands-on experience with Anti-Virus, AD, DNS, DHCP, Windows, network printers, office suite, ticketing systems (Salesforce or Zendesk) and general system administration

Responsibilities

Serve as first point of contact for customer inquiries, providing technical assistance and troubleshooting for Neumo platform users
Assist citizens with access, email delivery, and account information issues
Guide customers through online portal to locate information and tasks
Collaborate with engineering, QA, and product management to resolve issues
Maintain ongoing communication and provide status updates to customers
Create or update support procedures and draft checklists and forms
Log recurring issues and share insights with teams to improve experience
Monitor customer accounts for errors, data integrity, and anomalies
Contribute to Help documentation for Neumo products
Proactively manage multiple support tickets and prioritize tasks