Customer Support Specalist

HighlightTA•Oklahoma City, OK

About The Position

At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day. Our culture is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas. If you’re passionate about using your skills to drive real impact and want to thrive in a collaborative environment, Neon One is the place for you. About the Role We’re seeking self-motivated, puzzle-loving Customer Support Specialist to join this growing team. This role is perfect for someone who enjoys solving problems, takes initiative, and thrives in a team environment. You’ll support customers using a variety of SaaS tools and will become a subject matter expert in several product areas. As the first point of contact, you’ll help users by phone, live chat, and ticketing system. You’ll need to be comfortable troubleshooting software issues, navigating customer platforms like Zendesk and Jira, and - most importantly - delivering best-in-class service.

Requirements

1+ year of technical support, troubleshooting, or database experience
Strong written and verbal communication skills
Empathy, problem-solving ability, and customer-first mindset
Attention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack)
High school diploma or equivalent required

Responsibilities

Serve as the first point of contact for customer support inquiries
Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email
Document, escalate, and track support requests using Zendesk
Verify and report software bugs; communicate with internal teams as needed
Act as a Subject Matter Expert (SME) for assigned products
Prioritize workload effectively and follow established SLAs
Encourage clients to submit product feedback and enhancement requests
Follow established risk management and data security protocols
Update internal support documentation
Participate in ongoing training and development opportunities
Provide customer feedback to internal stakeholders
Learn and support additional products within the company’s suite
Collaborate with product and development teams via tools like Jira
Contribute to process improvements and other team initiatives