Customer Support Specialist; On-Site

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Full Time Technical Amherst, NH, US

2 days ago Requisition

Job Summary:

The Customer Support Specialist – Neumo Payments is responsible for front-line support of Neumo Payments product and services to handling inbound calls, texts, and tickets across Neumo Payments.

Duties and Responsibilities:

• Answer inbound support calls, texts, and emails from Neumo Payments client staff, citizens and Neumo customers.
• Assist callers in completing their payments and transactions successfully.
• Resolve questions about charges, payments, and account or case records across the program accounts.
• Route problem calls and emails to the correct client program contact and escalation path.
• Respond promptly to assigned support tickets and meet SLA response targets.
• Escalate issues to delivery, product, or technical teams when they cannot be resolved at first contact.
• Document and log software issues with enough detail for engineering to reproduce them.
• Maintain accurate support records and case documentation.

Payment & Transaction Support

• Process refunds and void transactions.
• Research charges, duplicate payments, failed payments, and chargebacks.
• Look up customers and case records to resolve "cannot be found in the system" and similar payment issues.
• Coordinate with the payment processing platform for transaction research and resolution.
• Maintain and update client and account data in our support and tracking systems.

Client Relationship & Retention

• Promote a positive company image in every client interaction to maintain retention and satisfaction.
• Build and maintain working relationships with named client program contacts.
• Offer product improvement ideas to the delivery and product teams based on client feedback and recurring issues.

Documentation & Team Support

• Help document support procedures, escalation paths, and instructional materials for the Neumo Payments programs.
• Participate in regular support team meetings and cross-training.
• Maintain and follow the access checklist for program accounts and support tools.
• Perform other duties as assigned.

Education and Experience:

• Associate's degree preferred, or the equivalent amount of related experience.
• 1-2 years of customer service experience; experience in software, payments, or supporting government or justice-sector clients preferred.

Knowledge, Skills and Abilities:

• Working knowledge of software support tools and payment or transaction systems.
• A moderate knowledge of Microsoft Office Suite.
• Excellent verbal and written communications skills.
• Strong problem-solving skills, with the ability to analyze issues and find effective solutions.
• Ability to manage confidential and sensitive information with discretion.
• Demonstrate the principles of good customer service to all customers and colleagues.
• Demonstrate compliance with all company policies and/or regulations.
• Position may be remote or on site.
• The noise level in the work environment is usually moderate as the employee works in an open-floor office environment, in an individual workstation, using a telephone and computer.
• Employees are required to work evenings and weekends, as necessary.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• Must be able to remain seated for extended periods, work at the computer several hours a day, five days a week.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

With the backing of four decades of public sector expertise and…