Customer Support Specialist (On-Site)

Neumo Holdings LLC•Amherst, NH

2d•Hybrid

About The Position

The Customer Support Specialist – Neumo Payments is responsible for front-line support of Neumo Payments product and services to handling inbound calls, texts, and tickets across Neumo Payments.

Requirements

Associate's degree preferred, or the equivalent amount of related experience.
1-2 years of customer service experience
Working knowledge of software support tools and payment or transaction systems.
A moderate knowledge of Microsoft Office Suite.
Excellent verbal and written communications skills.
Strong problem-solving skills, with the ability to analyze issues and find effective solutions.
Ability to manage confidential and sensitive information with discretion.
Demonstrate the principles of good customer service to all customers and colleagues.
Demonstrate compliance with all company policies and/or regulations.

Nice To Haves

experience in software, payments, or supporting government or justice-sector clients preferred.

Responsibilities

Answer inbound support calls, texts, and emails from Neumo Payments client staff, citizens and Neumo customers.
Assist callers in completing their payments and transactions successfully.
Resolve questions about charges, payments, and account or case records across the program accounts.
Route problem calls and emails to the correct client program contact and escalation path.
Respond promptly to assigned support tickets and meet SLA response targets.
Escalate issues to delivery, product, or technical teams when they cannot be resolved at first contact.
Document and log software issues with enough detail for engineering to reproduce them.
Maintain accurate support records and case documentation.
Process refunds and void transactions.
Research charges, duplicate payments, failed payments, and chargebacks.
Look up customers and case records to resolve "cannot be found in the system" and similar payment issues.
Coordinate with the payment processing platform for transaction research and resolution.
Maintain and update client and account data in our support and tracking systems.
Promote a positive company image in every client interaction to maintain retention and satisfaction.
Build and maintain working relationships with named client program contacts.
Offer product improvement ideas to the delivery and product teams based on client feedback and recurring issues.
Help document support procedures, escalation paths, and instructional materials for the Neumo Payments programs.
Participate in regular support team meetings and cross-training.
Maintain and follow the access checklist for program accounts and support tools.
Perform other duties as assigned.