Senior Customer Support Specialist
Job Description: The Senior Support Specialist at Neumo plays a critical role in providing advanced technical support for multiple Neumo products. This position requires a high degree of independent judgment to solve complex issues, and the ability to lead projects or initiatives related to customer support. The Senior Support Specialist is responsible for troubleshooting issues across various Neumo platforms, including Core and Applications products, and delivering best-in-class service to customers, ensuring their technical needs are met efficiently. This role involves close collaboration with internal teams, including engineering, QA, and product management, to address escalated issues and develop support solutions.
Requirements: At least 4 years of experience supporting Core products or 5 years of experience with Applications products, preferably in a SaaS environment.
Bachelor's degree in Computer Science, Management Information Systems, OR equivalent professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels (preferably Neumo products).
Strong troubleshooting and problem-solving skills with the ability to research, diagnose, and resolve complex technical issues.
Experience managing multiple projects or support tickets simultaneously in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to explain complex technical information to both technical and non-technical audiences.
Proven ability to work independently and exercise sound judgment when solving problems.
Strong de-escalation skills when handling customer issues.
Familiarity with support tools and systems, such as Microsoft Office, Jira, Slack, and Salesforce.
Strong organizational skills and attention to detail, with the ability to document and track customer issues accurately.
Experience in leading projects or mentoring junior staff members.
Benefits: Neumo offers a competitive benefits and compensation package