What are the responsibilities and job description for the Customer Service Specialist position at NEOGOV?
Salary : Depends on Qualifications
Location : Draper, UT
Job Type : Full-Time
Job Number : 00597
Department : Customer Service
Division : TMS
Opening Date : 01 / 27 / 2025
About
This is an onsite role(Mon-Fri) at the Draper, Utah office.
NEOGOV is a fast-growing SaaS leader in the Public Sector with a mission to serve 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
- Listen attentively to customers to understand what they are trying to accomplish with our products (Active Listening & Effective Questioning)
- Provide guidance, training, and troubleshooting services to resolve issues and / or empower customers to be effective and efficient in using our products
- Provide service in written form and / or speak with the customer to help resolve issues, answer questions, and / or provide guidance on how best to use our products for customers contacting us via email or other digital channels,
- Provide on-going service and follow-up communication for situations which require more than one contact with a customer
- Keep your knowledge up to date about changes to our products so you understand the changes before they are released to our customers
- Continue learning and practicing with our products to grow your product knowledge to the advanced or expert level
- Further investigate, execute standard operating procedures which may include replicating the issue in a test environment, researching solutions, and / or documenting the scenario for escalating to the next level of support
- Create and update cases in our case management software (currently Salesforce) with details about each interaction with a customer, including documenting a synopsis of the situation, the category of situation, and the ultimate resolution
- Learn and execute new and existing standard operating procedures to provide effective, efficient, and high-quality service
- Engage with your team members and in our team activities - fun & work combined!
- Contribute to our positive work environment
- Provide constructive feedback to help our team continue being successful
- Grow with NEOGOV as we keep growing
Who You Are
What You Have
What NEOGOV Offers
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.
Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
How many years of experience do you have in customer support, training, or implementation roles, particularly with a background in tech support or customer service?
Do you have experience supporting a Software As A Service (SaaS) product?
Do you have experience providing support over the phone?
Required Question
