Principal Customer Support Specialist
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Job Description
Principal Customer Support Specialist responsible for high-level technical support at Neumo. Mentoring junior staff and ensuring customer satisfaction through expert problem-solving and collaboration.
Responsibilities:
- Provide strategic, expert-level technical support to ensure the highest levels of customer satisfaction.
- Diagnose and resolve complex technical issues, leveraging automated technology and instrumentation to prevent future problems.
- Act as the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges.
- Involve on-site visits to customers, in addition to remote support.
- Mentor junior support team members and provide guidance to improve team performance and technical acumen.
- 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.
- 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.
Requirements:
- 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.
- 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.
Benefits:
- Neumo offers a competitive benefits and compensation package
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