Senior Customer Care Technician

Neumo; Fort Wayne, Northern (IN, KY); Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Neumo in Fort Wayne, IN is seeking a Senior Customer Care Technician to serve as an escalation point and subject matter expert for complex inquiries across the US and Canada. You will resolve issues requiring advanced troubleshooting, sound judgment, and independent decision making while modeling ownership and professionalism.

You will support onboarding, mentor newer associates, contribute to knowledge base materials, and coordinate with field technicians to ensure timely resolution and high

Qualifications

• Minimum of a High School diploma or GED; Associate's or Bachelor's degree preferred.
• Four or more years of experience in a customer care or technical support setting, including escalated or complex issues.
• Prior experience mentoring, training, or serving as a senior resource for a support team preferred.
• Experience with remote troubleshooting, ticketing systems, and field service dispatch preferred.

Responsibilities

• Resolve complex and escalated customer inquiries, serving as a tier two resource.
• Explain processes for loading and changing material for terminals, including non-standard scenarios.
• Conduct in-depth research and root cause analysis to respond to inquiries and prevent repeats.
• Provide accurate, timely information that meets customer needs through effective resolution.
• Exercise independent judgment on escalation decisions and engage appropriate teams when needed.
• Serve as a subject matter expert on Neumo programs and systems for peers.
• Support onboarding, training, and coaching of new associates.
• Contribute to knowledge base articles, call scripts, and SOPs to improve consistency and first contact resolution.
• Identify recurring trends in customer contacts and recommend process or documentation improvements.
• Maintain customer confidentiality and comply with privacy regulations.
• Remotely access equipment to troubleshoot advanced hardware and software issues.
• Dispatch and coordinate with field technicians, prioritizing time-sensitive calls.
• Provide coverage and shift leadership support during peak volume or after hours.

Skills

Communication

Multi-tasking

Teamwork

Discretion

Interpersonal skills

Fast-paced

Problem analysis

Education

High School diploma

Associate/Bachelor preferred

Tools

Ticketing systems

Remote access tools

Field dispatch

Job description

Senior Customer Care Technician

Full Time Fort Wayne, IN, US

3 days ago Requisition ID: 2779

Job Summary

The Neumo Customer Care Call Center provides 24/7 assistance to customers across the United States and Canada. As a Senior Customer Care Associate, you will serve as an escalation point and subject matter expert for complex customer inquiries, resolving issues that require advanced troubleshooting, sound judgment, and independent decision making. You will model ownership and professionalism for the broader team, instilling customer confidence through clear communication and timely resolution, while supporting the development of less experienced associates.

Duties and Responsibilities

• Resolve complex and escalated customer inquiries regarding Neumo services and programs, serving as a tier two resource for the Customer Care team.
• Explain processes and procedures for loading and changing material associated with various self-service terminals, including non-standard and exception scenarios.
• Conduct in-depth research and root cause analysis to respond to customer inquiries and prevent repeat issues.
• Provide accurate, timely information that meets customer needs through effective problem resolution.
• Exercise independent judgment on escalation decisions, engaging next level support, field operations, or management when appropriate.
• Serve as a subject matter expert on Neumo programs, services, and systems, and act as a point of reference for peers.
• Support onboarding, training, and side-by-side coaching of new and developing associates.
• Contribute to knowledge base articles, call scripts, and standard operating procedures to improve team consistency and first contact resolution.
• Identify recurring trends in customer contacts and recommend process, tooling, or documentation improvements to leadership.
• Maintain customer confidentiality while complying with applicable privacy regulations.
• Remotely access equipment to troubleshoot and resolve advanced hardware and software issues.
• Dispatch and coordinate with field technicians, including prioritization of time sensitive or high impact service calls.
• Provide coverage and informal shift leadership support during peak volume, after hours, or on-call periods as needed.

Knowledge and Experience

• Minimum of a High School diploma or GED required; Associate's or Bachelor's degree preferred.
• Four or more years of experience in a customer care or technical support setting, including demonstrated experience handling escalated or complex customer issues.
• Prior experience mentoring, training, or serving as a senior resource for a support team preferred.
• Experience with remote troubleshooting, ticketing systems, and field service dispatch preferred.

Skills and Abilities

• Advanced verbal and written communication skills, with the ability to de-escalate difficult customer interactions.
• Ability to multi-task and navigate efficiently through multiple systems and applications.
• Ability to work effectively both independently and within a team environment.
• Demonstrates the ability to use sound judgment and discretion regarding confidential information.
• Demonstrates ability to work in a fast-paced environment with minimal supervision.
• Demonstrates strong interpersonal skills with a collaborative style and a service-oriented mindset.
• Demonstrates the ability to analyze recurring issues and recommend practical solutions.

Work Environment and Physical Demands

Physical Demands

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.
• Supports a 24/7 operation; shift, weekend, holiday, or on-call coverage may be required.
• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

• Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.