Team Lead Customer Care (On-Site)

Job Description

Job Description

Job Summary:

As a Lead Customer Service Representative, you will play a vital role in delivering advanced, proactive customer support to our customers. Recognized as a leading expert in Neumo products, you will address complex issues within open systems environments and lead the development of solutions to prevent and resolve customer challenges. Your focus will be to ensure the highest level of customer satisfaction by serving as a proactive problem-solver, risk manager, and advocate for customer needs. In addition, you will contribute to the execution of projects, services, and processes, frequently operating at the cutting edge of technology and providing leadership within your team. You will collaborate with internal and external stakeholders, resolving escalated customer issues while driving improvements that enhance the overall support experience.

Duties and Responsibilities:

• Provide expert-level, proactive customer support for Neumo products, addressing complex issues across diverse customer environments.
• Utilize tools to diagnose, document, and resolve customer issues, preventing future incidents.
• Act as the primary point of contact for escalated customer inquiries, managing high-impact challenges with precision and expertise.
• Serve as a team lead for project and process implementation, ensuring customers maximize the benefits of Neumo products.
• Collaborate closely with internal teams, including Business Units, engineering, QA, and product development, to troubleshoot issues and support product enhancements.
• Provide leadership and guidance in the development of new projects, processes, and products, frequently operating at the leading edge of technology.
• Advocate for customer needs within Neumo, influencing process and system direction and ensuring that customer feedback is incorporated into improvements.
• Act as a mentor and resource for junior support staff, offering guidance on resolving customer issues and contributing to their professional growth.
• Frequently engage in cross-functional projects to streamline support operations and improve the customer experience.
• Participate in customer meetings when required, ensuring smooth implementation and resolution of critical issues.
• Lead root cause analysis of recurring customer issues and collaborate with other teams to develop long-term solutions.
• Foster strong customer relationships, ensuring that customers have access to the best support and solutions for their business needs.
• Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

Education and Experience:

• At least five years experience with Neumo products or experience with Applications products in a support role, preferably in a SaaS environment.
• Alternatively, proven professional and technical experience demonstrating a deep understanding of Applications at both functional and support levels (preferably Neumo products).
• Exceptional troubleshooting skills, with experience diagnosing and resolving complex customer issues in open systems environments.
• Expertise in utilizing tools for problem-solving and issue avoidance.
• Strong leadership and project coordination abilities, with experience collaborating with cross-functional teams and initiatives.

Knowledge, Skills and Abilities:

• Excellent communication skills, with the ability to explain complex information to both technical and non-technical audiences.
• Strong organizational skills, with experience managing multiple tasks and projects simultaneously.
• Familiarity with support tools such as Microsoft Office, Jira, and ticketing tools (e.g., Salesforce Service Cloud or Service Now) desired.
• Proven ability to work independently, exercising judgment and decision-making skills.
• Hands-on experience with the following products and tools:
  • Anti-Virus Software
  • Microsoft Windows
  • Microsoft Office Suite
  • Ticketing systems (e.g., Salesforce, Zendesk)

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.