Customer Service Specialist 1

NEOGOV is a leading AI-enabled SaaS provider serving the public sector and public safety organizations nationwide. The Customer Service Specialist is responsible for providing world-class product support to customers, assisting them with guidance, training, and troubleshooting to ensure effective use of NEOGOV products.

Responsibilities:

• Listen attentively to customers to understand what they are trying to accomplish with our products (Active Listening & Effective Questioning)
• Provide guidance, training, and troubleshooting services to resolve issues and/or empower customers to be effective and efficient in using our products
• Provide service in written form and/or speak with the customer to help resolve issues, answer questions, and/or provide guidance on how best to use our products for customers contacting us via email or other digital channels
• Provide on-going service and follow-up communication for situations which require more than one contact with a customer
• Keep your knowledge up to date about changes to our products so you understand the changes before they are released to our customers
• Continue learning and practicing with our products to grow your product knowledge to the advanced or expert level
• Further investigate reported issues, and execute standard operating procedures which may include replicating the issue in a test environment, researching solutions, and/or documenting the scenario for escalating to the next level of support
• Create and update cases in our case management software (currently Salesforce) with details about each interaction with a customer, including documenting a synopsis of the situation, the category of situation, and the ultimate resolution
• Learn and execute new and existing standard operating procedures to provide effective, efficient, and high-quality service
• Engage with your team members and in our team activities – fun & work combined!
• Contribute to our positive work environment
• Provide constructive feedback to help our team continue being successful
• Grow with NEOGOV as we keep growing

Requirements:

• Bachelor's Degree or 1+ years' experience in a customer support / training / implementation role
• Effective decision-making skills
• Solid analytical skills
• Time management skills
• Technically savvy
• Experience supporting a Software As A Service (SaaS) product
• Experience with HR and/or Public Safety software