Customer Service Specialist 2

About

Please note this is an onsite role Mon-Fri atour Draper, Utah office.

NEOGOV is a fast-growing SaaS leader in the Public Sector with a mission toserve the people who serve the people.Our clients use our software to manage their employee lifecycle from hire to retire by streamlining processes in our centralized platform. We are passionate about technology, focused on customer success, and have an entrepreneurial environment where innovation is encouraged and rewarded.

NEOGOV is one of the top 50 fastest growing private software companies in the U.S. - Sound like a company you'd like to join? We are looking for top talent to make significant contributions to our products, technology, and customers.

The Customer Service Specialist is an essential member of the Customer Support team, which is our front line serving the people who serve the people! You are the voice of NEOGOV providing world-class product support to all NEOGOV customers via phone calls, virtual meetings, and emails. You also collaborate with and support other departments to create high quality experiences for our customers.If you are passionate about excellence and helping others, you'll fit right in!

What You Will do

• Taking care of our customers, no matter what

• Making sure our team can answer all calls and emails during high volume situations by answering calls and emails, then owning those cases through to resolution

• Answering questions from L1 team on a daily basis

• Escalations on product issues or lack of knowledge (which also means older L1 cases)

• Creating QA for cases with bugs and then escalating to L3

• Maintain case communication and proper notation of work completed with customers and/or product team

• Outbound calls on open cases

• Maintaining high quality in all customer interactions and case dictation

• Attending meetings with Product on Enhancements and Bug cases

• Attending meetings with Lead or Manager to go over current work on a weekly basis

• Keeping Noise Pollution in check within your area

• Decide on your career development - leadership will help, but you are the master of your fate

• Maintaining and increasing product knowledge - leadership will facilitate, but ambitiousness is always encouraged

Who You Are

• Engaged team player with a positive and helpful attitude

• Effective communicator, verbally, non-verbally, and in writing

• Self-starter who takes the initiative to learn, practice, and improve

• Have the mindset of a continuous learner

• An empathetic problem-solver

• Authentic and passionate about high-quality service

• Hard worker capable of smoothly riding the ebbs and flows of fluctuating volumes of customer requests.

What You Have

• Bachelor's Degree or 1+ years' experience in a customer support / training / implementation role - bonus points for experience supporting a Software As A Service (SaaS) product - extra bonus points for HR and/or Public Safety software

• Effective decision-making skills

• Solid analytical skills

• Time management skills

• Technically savvy

What NEOGOV Offers

• Competitive Wages

• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1

• Generous PTO to support work-life balance

• 401K Matching

• 12-week Paid Parental Leave

• Autonomy to grow and find your career path with supportive leadership

• Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office.

• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.