Note: The job is a remote job and is open to candidates in USA. Neon One is a nonprofit software company that creates technology solutions to help organizations build communities and advance their missions. The Customer Support Specialist will serve as the first point of contact for customers, troubleshoot software issues, manage support requests, and provide empathetic service across phone, chat, and email. The role will also act as a subject matter expert, collaborate with internal teams, and contribute to documentation and process improvements.
Responsibilities
- Serve as the first point of contact for customer support inquiries
- Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email
- Document, escalate, and track support requests using Zendesk
- Verify and report software bugs; communicate with internal teams as needed
- Act as a Subject Matter Expert (SME) for assigned products
- Prioritize workload effectively and follow established SLAs
- Encourage clients to submit product feedback and enhancement requests
- Follow established risk management and data security protocols
- Update internal support documentation
- Participate in ongoing training and development opportunities
- Provide customer feedback to internal stakeholders
- Learn and support additional products within the company’s suite
- Collaborate with product and development teams via tools like Jira
- Contribute to process improvements and other team initiatives
Skills
- 1+ year of technical support, troubleshooting, or database experience
- Strong written and verbal communication skills
- Empathy, problem-solving ability, and customer-first mindset
- Attention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack)
- High school diploma or equivalent required
- You are comfortable using AI tools as part of your regular workflow. You can name the tools you rely on, describe real use cases, and show genuine enthusiasm for what they make possible
Benefits
- Fully remote work environment
- Ongoing training and development opportunities
Company Overview