Senior Customer Care Specialist: Escalations & Tech Support

Neumo Holdings LLC; Fort Wayne (IN); On-site; USD 60,000 - 85,000; Full time

Job summary

Neumo Holdings LLC in Fort Wayne, IN, is seeking a Senior Customer Care Technician to provide 24/7 escalation support for customers across the United States and Canada. The Senior Associate serves as a subject-matter expert, resolving complex inquiries with advanced troubleshooting, sound judgment, and independent decision making while mentoring peers.

The role emphasizes ownership, professionalism, and timely resolution, with opportunities to contribute to knowledge bases and process

Qualifications

• High School diploma or GED required; associate/bachelor’s preferred.
• 4+ years in customer care or technical support with escalations.
• Experience mentoring or leading a support team preferred.

Responsibilities

• Resolve escalated customer inquiries and act as tier-two resource.
• Explain processes for loading/changing material on terminals.
• Conduct root-cause analysis to prevent repeats.
• Provide accurate, timely information and issue resolutions.
• Escalate to next level support when needed.
• Assist onboarding and coaching of new associates.
• Contribute to knowledge base, scripts, and SOPs.
• Identify trends and suggest improvements to leadership.

Skills

Communication

Multi-tasking

Independence

Team collaboration

Problem solving

Education

High School diploma or GED

Associate's or Bachelor's degree preferred

Job description

Neumo Holdings LLC in Fort Wayne, IN, is seeking a Senior Customer Care Technician to provide 24/7 escalation support for customers across the United States and Canada. The Senior Associate serves as a subject-matter expert, resolving complex inquiries with advanced troubleshooting, sound judgment, and independent decision making while mentoring peers.

The role emphasizes ownership, professionalism, and timely resolution, with opportunities to contribute to knowledge bases and process