• 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.

• Lead, coach, and motivate a team to meet and exceed performance targets • Oversee customer interactions via phone, email, live chat, and back-office channels • Resolve escalated issues related to orders, promotions, product quality, shipping, and refunds • Monitor KPIs such as CSAT, QA scores, and adherence to processes • Collaborate with internal teams to identify and implement process improvements • Ensure accurate documentation and timely reporting of team performance

• Own GRR and NRR targets • Manage customer health scores across the business to inform forecasting renewals and expansion forecasts • Work collaboratively with the service delivery organization to ensure that we’re consistently delivering and demonstrating value of CyberMaxx's service offerings. • Develop and execute a comprehensive customer experience strategy aligned with company goals to enhance customer satisfaction and loyalty. • Lead efforts to map customer journeys, identify pain points, and implement strategies to improve the overall customer experience. • Champion the voice of the customer throughout the organization, leveraging feedback and insights to drive improvements in products, services, and processes. • Collaborate with various departments such as marketing, sales, product, and operations to ensure alignment in delivering a seamless customer experience. • Oversee customer service operations, ensuring high standards of service delivery, and implementing best practices for customer support and interaction. • Utilize customer data and analytics to derive actionable insights, measure customer experience metrics, and drive improvements. • Identify and leverage technology solutions and innovations to enhance the customer experience, streamline processes, and drive efficiency. • Build and lead a customer-centric team, fostering a culture of empathy, collaboration, and continuous improvement.