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Job Summary:Ā
The Customer Support Specialist ā 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:
Client & Defendant Support
- 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.
Ticket & Case Handling
- 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.
Work Environment:
- 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.
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.
Learn more about this Employer on their Career Site
