• Respond to technical issues escalated by customers • Act as a liaison between operations, the client, and Engineering/Development • Respond to end user request for assistance using existing manuals and scripted responses • Effectively interact with customers and refer ongoing issues to engineering support team

Role Description The Support Specialist will serve as the first point of contact for technical and customer service issues related to Neumo Business Licensing and Tax products. This role focuses on providing support to citizens and businesses using the platform, including direct assistance with helping local citizens troubleshoot Neumo products. The Support Specialist works closely with other teams to resolve technical issues, provide guidance, and maintain a high standard of customer satisfaction. This position requires the ability to troubleshoot issues in a fast-paced environment, monitor and resolve support tickets, and assist customers in navigating our systems. - Act as the first point of contact for customer inquiries, providing technical assistance and troubleshooting support to citizens using the Neumo platform for tax filing and submission of documents. - Assist citizens with issues such as accessing the website, email delivery, technical problems with computers, and account information (frequency and setting requirements). - Guide customers through their online portal, helping them locate relevant information and tasks. - Work with internal teams, including engineering, QA, and product management, to provide the best possible support and ensure customer needs are met. - Maintain ongoing communication with customers to resolve issues and provide updates on the status of their inquiries. - Perform administrative tasks, including creating or updating system procedures in the online help system and drafting checklists, forms, and related documents. - Track recurring issues, log them for further review, and share insights with other teams to improve customer experience. - Monitor existing customer accounts for errors, data integrity, and anomalies, ensuring smooth operation of business accounts. - Contribute to the creation and maintenance of Help documentation to assist users with Neumo products and features. - Proactively manage multiple support tickets and inquiries while prioritizing tasks effectively. - Handle additional tasks as assigned, including contributing to broader team efforts and cross-functional collaboration. - Other duties as assigned. Qualifications - 1 year of experience directly supporting Neumo products, or at least 3 years of related support experience in a SaaS environment. - Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, or related field, or an equivalent combination of education and experience, or 4 years of professional experience and a relevant professional certification (e.g., CNE, MCSE, CPA) may substitute for a degree. Requirements - Strong troubleshooting and problem-solving skills with the ability to research and develop solutions. - Excellent written and verbal communication skills for both customer-facing and internal communications. - Ability to work independently while following established policies and procedures. - Familiarity with Salesforce or other CRM tools is preferred. - Strong customer service orientation with the ability to manage multiple customer issues simultaneously. - Hands-on experience with the following products and tools: Anti-Virus Software, Microsoft Active Directory (AD), Microsoft Domain Name Services (DNS), Microsoft Dynamic Host Configuration Protocol (DHCP), Microsoft Windows Network Printers, Microsoft Office Suite, Ticketing systems (e.g., Salesforce, Zendesk). - General system administration tasks. - Strong verbal and written communication skills. - Strong de-escalation skills when handling customer issues. Benefits - Competitive benefits and compensation package. - Dynamic work environment. 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.

• Support patients and providers by resolving issues with care, clarity, and efficiency • Manage day-to-day operational work using internal tools and workflows • Stay organized and keep things moving, following through on tasks from start to finish • Identify patterns or recurring issues and raise them to your team • Help investigate and resolve problems, both independently and with support • Collaborate with teammates and cross-functional partners to improve the customer experience • Assist Customer Service management and own special projects as needed • Contribute ideas and feedback that help us improve our processes and systems

• Você será responsável por realizar o atendimento aos nossos clientes e usuários, promovendo uma excelente experiência em cada situação de contato • Trabalhará em colaboração com as equipes multifuncionais, desempenhando um papel importante na verificação de comportamentos atípicos na utilização do nosso produto • Apoiando em dúvidas e solicitações gerais • Resolução de problemas identificados na usabilidade do produto • Conseguir identificar, analisar e solucionar problemas apresentados • Encaminhamento de problemas complexos para as áreas responsáveis • Análise das ocorrências relacionadas ao serviço • Elaborar e acompanhar estratégias para resolução de problemas para e junto aos clientes e usuários, identificando e solucionando gargalos operacionais • Sugerir e Implementar melhorias de processos no atendimento e correções nos sistemas