Senior Customer Service Specialist 1

NEOGOV is a public-sector technology company providing SaaS solutions for government and education organizations. The Senior Customer Service Specialist provides phone and technical support, delivers customer training and best-practice coaching, replicates reported issues, and collaborates across departments to maintain high customer satisfaction.

Responsibilities:

• 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

Requirements:

• Engaged team player
• Interpersonal communicator
• Empathetic problem-solver
• Authentic and passionate about quality service
• Technically savvy
• 1+ years of experience in a training/implementation or support role
• 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
• solid experience within HR/HRIS systems (Payroll, HR, Benefits, Timekeeping)
• Concentration in Human Resources or industry experience in payroll, benefits and time management processes