Note: The job is a remote job and is open to candidates in USA. Neumo is a company with four decades of public sector expertise and corporate capability, recognized as a GovTech 100 Company. They are seeking a Principal Customer Support Specialist who will provide expert-level technical support, resolve complex issues, and mentor junior team members to ensure high customer satisfaction.
Responsibilities
- Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues
- Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues
- Act as a key technical resource, frequently addressing extremely complex and critical customer issues that require expert-level troubleshooting
- Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions
- Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required
- Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk)
- Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products
- Mentor and provide direction to junior support staff, sharing knowledge and fostering team development
- Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability
- Develop and update technical documentation, procedures, and best practices for both internal and external use
- Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products
- Drive customer satisfaction by advocating for customer needs within the support team and across the organization
- Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements
- Perform other duties as assigned
Skills
- Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification
- 7 plus years of experience with Neumo Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment
- Experience managing and resolving high-priority, escalated customer issues
- 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)
- Project management experience or certifications
- Prior experience leading cross-functional projects or teams
- Proven professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels, preferably Neumo
- Expertise in diagnosing and resolving complex technical problems using automation tools and advanced troubleshooting methods
- Strong written and verbal communication skills, with the ability to explain complex technical solutions to both technical and non-technical stakeholders
- Demonstrated leadership skills, with the ability to mentor junior staff and provide direction on complex technical matters
- Ability to work independently, exercising sound judgment and problem-solving in a fast-paced environment
- Familiarity with support tools such as Microsoft Office, Jira, Slack, and Salesforce
- Strong organizational skills, with experience managing multiple tasks and prioritizing under tight deadlines
- General system administration tasks
- Experience with SQL or other coding languages for troubleshooting and automation
- Strong de-escalation and conflict resolution skills
Benefits
- Neumo offers a competitive benefits and compensation package
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