Customer Service Representative Stage 1

Teknowledge•Colorado Springs, CO

5d•$17 - $24

About The Position

TeKnowledge is hiring a Customer Service Representative Stage 1 to join our team. The Customer Service Representative will serve as the first point of contact for technical and customer service issues related to the Business Licensing and Tax products. This role focuses on providing support to citizens and businesses using the platform, including direct assistance with helping local citizens troubleshoot Neumo products. The Support Specialist works closely with other teams to resolve technical issues, provide guidance, and maintain a high standard of customer satisfaction. This position requires the ability to troubleshoot issues in a fast-paced environment, monitor and resolve support tickets, and assist customers in navigating our systems. At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers. You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world. Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world. Why You’ll Enjoy It Here: Be Part of Something Big – A growing company where your contributions matter. Make an Immediate Impact – Support groundbreaking technologies with real-world results. Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions. Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect. We Care – Integrity, empathy, and purpose guide every decision. We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us. We Are TeKnowledge. Where People Lead and Tech Empowers.

Requirements

1 year of experience directly supporting NE4umo products, or at least 3 years of related support experience in a SaaS environment.
Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, or related field, or an equivalent combination of education and experience, or 4 years of professional experience and a relevant professional certification (e.g., CNE, MCSE, CPA) may substitute for a degree.
Strong troubleshooting and problem-solving skills with the ability to research and develop solutions.
Excellent written and verbal communication skills for both customer-facing and internal communications.
Ability to work independently while following established policies and procedures.
Strong customer service orientation with the ability to manage multiple customer issues simultaneously.
Hands-on experience with the following products and tools: Anti-Virus Software Microsoft Active Directory (AD) Microsoft Domain Name Services (DNS) Microsoft Dynamic Host Configuration Protocol (DHCP) Microsoft Windows Network Printers

Nice To Haves

Familiarity with Salesforce or other CRM tools is preferred.

Responsibilities

Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support to citizens using the Neumo platform for tax filing and submission of documents.
Assist citizens with issues such as accessing the website, email delivery, technical problems with computers, and account information (frequency and setting requirements).
Guide customers through their online portal, helping them locate relevant information and tasks.
Work with internal teams, including engineering, QA, and product management, to provide the best possible support and ensure customer needs are met.
Maintain ongoing communication with customers to resolve issues and provide updates on the status of their inquiries.
Perform administrative tasks, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documents.
Track recurring issues, log them for further review, and share insights with other teams to improve customer experience.
Monitor existing customer accounts for errors, data integrity, and anomalies, ensuring smooth operation of business accounts.
Contribute to the creation and maintenance of Help documentation to assist users with GovOS products and features.
Proactively manage multiple support tickets and inquiries while prioritizing tasks effectively.
Handle additional tasks as assigned, including contributing to broader team efforts and cross-functional collaboration.
Other duties as assigned.