• Manage large amounts of incoming calls • Generate sales leads • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Provide accurate, valid and complete information by using the right methods/tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers

• Receive data and sourcing documents, compile, sort, interpret and verify data to be entered. • Provide basic troubleshooting and recommend solutions • Maintain electronic and hard-copy filing system of applications, rebates and other supporting documents. • Communicate effectively as part of team approach with other departments in servicing customers. • Provide customer service activities such as responding to emails and phone calls. • Other duties as assigned.

• Helping customers navigate their account, assisting them with payments, and helping them make account changes • Communicate with customers on the phone or by chat • Act as a liaison, provide product/services information, answer questions, and resolve any emerging problems • Put themselves in their customers’ shoes and advocate for them when necessary • Problem-solving skills to the satisfaction of the customer • Asking specific questions and recording feedback from customers • Addressing concerns and offering potential solutions

Role Description 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. - 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. Qualifications - 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. Requirements - 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 Benefits - Competitive benefits and compensation package. Company Description With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States. Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more. Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.