Customer Support Specialist (Remote)

Avenu Holdings LLC

9h•Remote

About The Position

The Support Specialist serves as the first point of contact for technical and customer service issues related to Neumo Cloud Records and Search products. This role focuses on assisting citizens and businesses using the platform, including troubleshooting issues and guiding users. The specialist collaborates with internal teams to resolve problems, maintains high customer satisfaction, and manages support tickets in a fast-paced environment.

Requirements

1 year of experience supporting Neumo products or 3+ years of related SaaS support experience.
Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, or a related field OR equivalent combination of education and experience.
Alternatively, 4 years of professional experience plus a relevant certification (e.g., CNE, MCSE, CPA) may substitute for a degree.
Strong troubleshooting and problem-solving skills.
Excellent written and verbal communication skills.
Ability to work independently while following established procedures.
Customer service orientation with the ability to manage multiple issues simultaneously.
Strong de-escalation skills for handling customer concerns.
Familiarity with CRM tools (e.g., Salesforce, Zendesk) preferred.
Experience with: Anti-virus software Microsoft Active Directory (AD) DNS and DHCP Windows network printers Microsoft Office Suite Ticketing systems General system administration tasks

Nice To Haves

Familiarity with CRM tools (e.g., Salesforce, Zendesk)

Responsibilities

Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support.
Assist users with website access, email delivery, technical issues, and account-related concerns.
Guide customers through the online portal to locate information and complete tasks.
Collaborate with internal teams (engineering, QA, product management) to resolve issues.
Maintain communication with customers and provide status updates on inquiries.
Perform administrative tasks such as updating procedures, drafting checklists, and creating documentation.
Track recurring issues and share insights to improve customer experience.
Monitor customer accounts for errors, data integrity, and anomalies.
Contribute to Help documentation for users.
Manage and prioritize multiple support tickets and inquiries.
Participate in cross-functional collaboration and additional assigned tasks.
Perform other duties as assigned.