Remote Tech Support Specialist for GovTech SaaS

Neumo; Town of Texas (WI); On-site; USD 52,000 - 68,000; Full time

Job summary

Neumo is seeking a Support Specialist to serve as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products. You will assist citizens and businesses, troubleshoot platform access, email delivery, and account information, and guide users through the online portal to complete tasks.

The role requires strong troubleshooting, excellent written and verbal communication, and the ability to manage multiple inquiries while collaborating with

Qualifications

• 1 year direct Neumo product support or 3+ years SaaS support experience.
• Bachelor’s degree in CS/MIS/Eng or equivalent, or 4 years experience with certs.
• Hands-on experience with listed Microsoft and security tools (see Education section).

Responsibilities

• Act as the first point of contact for 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 (frequency and setting requirements).
• 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

Communication

Independent work

CRM familiarity

Customer service

De-escalation

Education

BS in CS/MIS/ENG

Experience substitution

Tools

Anti-Virus

Active Directory

DNS

DHCP

Windows

Network printers

Office Suite

Ticketing systems

System administration

Job description

Neumo is seeking a Support Specialist to serve as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products. You will assist citizens and businesses, troubleshoot platform access, email delivery, and account information, and guide users through the online portal to complete tasks.

The role requires strong troubleshooting, excellent written and verbal communication, and the ability to manage multiple inquiries while collaborating with