Senior Customer Service Specialist 1

NEOGOV; Draper, Northern (UT, KY); Hybrid; USD 42,000 - 58,000; Full time

Benefits offered by this job

Comprehensive Benefits package (health

Generous PTO

401K Matching

Paid Parental Leave

Lunches and snacks

Inclusive work environment

Job summary

NEOGOV, based in Draper, UT, is seeking a Customer Service Specialist for a full-time, 100% onsite role. The position supports customers via phone and technical channels and collaborates with other departments to ensure high-quality support processes.

The role requires 1+ year(s) in training/implementation or support, preferably with HR/HRIS systems, and a strong focus on communication, problem-solving and timely execution. Onsite, M-F, with a shift ending at 6:00 PM Mountain Time.

Qualifications

• 1+ years of experience in a training/implementation or support role, with preference given to HR/HRIS experience
• Experience with support and/or SaaS products
• Solid decision-making and analytical skills
• Solid time management skills
• Excellent written and verbal communication skills

Responsibilities

• Execute support, training, and best practice coaching for all customers
• Replicate reported issues in a test environment
• Study product tutorials and documentation prior to each enhancement release
• Execute daily customer support operations including responding to questions and following up on reported issues

Skills

Team player

Interpersonal communicator

Empathetic problem-solver

Authentic and passionate about quality

Technically savvy

Education

Bachelor's degree in HR or related field

Tools

HRIS

Job description

Please note this is a full-time, 100% onsite position based at our Draper, Utah office. Working hours are Monday through Friday, with a shift schedule concluding at 6:00 PM Mountain Time.

For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities.

We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.

At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.

Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference.

The Customer Service Specialist is an essential member of the Customer Success team. The Customer Service Specialist role is responsible for providing phone and technical support to all NEOGOV customers. This role also communicates and collaborates with other NEOGOV departments and team members to ensure high quality, easy-to-use execution of the support processes to achieve high levels of customer satisfaction.

This posting is for an existing vacancy.

• Executing support, training, and best practice coaching for all customers.
• Replicating reported issues in a test environment.
• Studying product tutorials and documentation prior to each enhancement release.
• Executing daily customer support operations including, but not limited to, responding to questions and following up on reported issues.

• Engaged team player
• Interpersonal communicator
• Empathetic problem-solver
• Authentic and passionate about quality service
• Technically savvy

What you have:

• 1+ years of experience in a training/implementation or support role, with preference given to solid experience within HR/HRIS systems
• Previous working experience with support and/or SaaS products
• Solid decision-making and analytical skills
• Solid time management skills
• Excellent written and verbal communication skills
• B.A or B.S Degree. Concentration in Human Resources or industry experience in payroll, benefits and time management processes preferred

• Competitive Wages
• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K Matching
• 12-week Paid Parental Leave
• Autonomy to grow and find your career path with supportive leadership
• Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office.
• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors.

Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.