Job Summary:
As a Principal Support Specialist, you will be responsible for providing strategic, expert-level technical support to ensure the highest levels of customer satisfaction. You will play a key role in diagnosing and resolving complex technical issues, leveraging automated technology and instrumentation to prevent future problems. As a senior member of the support team, you will be the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges. Your responsibilities may involve on-site visits to customers, in addition to remote support. You will also mentor junior support team members and provide guidance to improve team performance and technical acumen.
Duties and 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.
Education and Experience:
-
7+ years of experience with Neumo Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment.
-
Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification.
-
Alternatively, proven professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels (preferably Neumo products).
-
Experience managing and resolving high-priority, escalated customer issues.
-
Project management experience or certifications.
-
Prior experience leading cross-functional projects or teams.
Knowledge, Skills and Abilities:
-
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.
-
Experience with SQL or other coding languages for troubleshooting and automation.
-
Strong de-escalation and conflict resolution skills.
-
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
Work Environment:
-
Office setting with a moderate noise level.
-
The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:
-
Must be able to remain seated for extended periods.
-
Regular use of a computer and other office machinery, such as printers and copy machines.
-
Occasional movement around the office.
-
Frequent communication via telephone.
Neumo Summary:
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 offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
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.
