Customer Support Specialist; Remote

Overview

We’re looking for a sharp, resourceful, and customer-focused Application/Technical Help Desk Representative to deliver top-tier customer support to our clients. In this role, you will handle incoming support requests across multiple channels, perform expert troubleshooting, manage and resolve service tickets, and provide clear, proactive communication throughout the support lifecycle. Your work will directly impact the quality of service our clients experience and support our team’s reputation for excellence.

• Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism.
• Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions.
• Maintain timely communication with customers, especially during service incidents or outages.
• Assist with customer-specific support needs and troubleshooting.
• Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams.
• Update and maintain customer records in the CRM system with high attention to detail.
• Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies.
• Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements.
• Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings.
• Participate actively in team meetings, ongoing training, and continuous improvement efforts.
• Take part in after-hours support rotation as needed.
• Perform additional duties as assigned.

• A minimum of 1 - 5 years in Support Help Desk management is mandatory.
• Experience with Justice environments and/or Operations (Preferred)

• Strong verbal and written communication skills.
• Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team.
• Able to explain technical concepts to both technical and non-technical users.
• Quick to learn and troubleshoot software applications, particularly in Windows environments, to assist others effectively.
• Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word.
• Organized, detail-oriented, and capable of managing multiple tasks independently.

• Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states.
• Experience writing and/or reading basic SQL queries.
• Proficiency using CRM and ticketing systems.
• Advanced ability to read and write complex database queries.
• Knowledge of client-server structures and relationships.

The noise level in the work environment is usually moderate. The employee works in an office setting at an individual workstation, using a telephone and computer.

• Must be able to remain seated or at a workstation for extended periods while using a computer.
• Regular use of computers, phones, and standard office equipment (e.g., printers, scanners).
• Occasional movement around the office to collaborate with team members or access equipment.
• Frequent verbal communication, both in person and via telephone, to assist customers and coordinate with colleagues.

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.