Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support
Assist users with website access, email delivery, technical issues, and account-related concerns
Guide customers through the online portal to locate information and complete tasks
Collaborate with internal teams (engineering, QA, product management) to resolve issues
Maintain communication with customers and provide status updates on inquiries
Perform administrative tasks such as updating procedures, drafting checklists, and creating documentation
Track recurring issues and share insights to improve customer experience
Monitor customer accounts for errors, data integrity, and anomalies
Contribute to Help documentation for users
Manage and prioritize multiple support tickets and inquiries
Participate in cross-functional collaboration and additional assigned tasks
Perform other duties as assigned

1 year of experience supporting Neumo products or 3+ years of related SaaS support experience
Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, or a related field OR equivalent combination of education and experience
Alternatively, 4 years of professional experience plus a relevant certification (e.g., CNE, MCSE, CPA) may substitute for a degree
Strong troubleshooting and problem-solving skills
Excellent written and verbal communication skills
Ability to work independently while following established procedures
Customer service orientation with the ability to manage multiple issues simultaneously
Strong de-escalation skills for handling customer concerns
Familiarity with CRM tools (e.g., Salesforce, Zendesk) preferred
Experience with Anti-virus software, Microsoft Active Directory (AD), DNS and DHCP, Windows network printers, Microsoft Office Suite, Ticketing systems, General system administration tasks

Customer Support Specialist

Key skills