SaaS Customer Support Specialist Onsite in Draper

NEOGOV; Draper (UT); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Full benefits Day 1

PTO and Paid Parental Leave

401K Matching

Office lunches & stocked kitchen in DR

Job summary

NEOGOV, an onsite Draper, Utah team, seeks a Customer Service Specialist to support public-sector customers via phone, email, and virtual meetings. You will resolve issues, train users, and document interactions in Salesforce, while collaborating with other departments to deliver high-quality experiences.

The role emphasizes empathy, proactive learning, and effective communication to empower customers and improve product usage. Join a people-first company driving GovTech innovation.

Qualifications

• Bachelor’s degree or 1+ year in customer support or related role.
• SaaS experience is a plus, extra points for HR/public safety software.
• Strong decision-making and analytical skills.
• Good time management and technical savviness.

Responsibilities

• Listen attentively to understand customers’ goals with our products.
• Provide guidance, training, and troubleshooting to resolve issues.
• Communicate in writing or verbally to answer questions via email or other channels.
• Provide ongoing service and follow-up when multiple contacts are needed.
• Keep up-to-date knowledge about product changes before release.
• Grow product knowledge to advanced levels through practice.
• Investigate, follow SOPs, replicate issues, and document scenarios for escalation.
• Create and update cases in Salesforce with interaction summaries and resolutions.
• Engage with teammates and participate in team activities.
• Contribute to a positive work environment and provide feedback.
• Grow with NEOGOV as we keep expanding.

Skills

Effective communication

Self-starter

Continuous learner

Empathetic problem-solver

Hard worker

Education

Bachelor’s Degree or 1+ years’ experience in customer support/training/implementation

SaaS experience a bonus

HR/Public Safety software experience a plus

Tools

Salesforce

Job description

NEOGOV, an onsite Draper, Utah team, seeks a Customer Service Specialist to support public-sector customers via phone, email, and virtual meetings. You will resolve issues, train users, and document interactions in Salesforce, while collaborating with other departments to deliver high-quality experiences.

The role emphasizes empathy, proactive learning, and effective communication to empower customers and improve product usage. Join a people-first company driving GovTech innovation.