[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Neon One is a leader in nonprofit software, creating solutions that help organizations connect and build trust. They are seeking a self-motivated Customer Support Specialist to support customers using various SaaS tools, troubleshoot software issues, and provide excellent service as the first point of contact.
Responsibilities
- Serve as the first point of contact for customer support inquiries
- Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email
- Document, escalate, and track support requests using Zendesk
- Verify and report software bugs; communicate with internal teams as needed
- Act as a Subject Matter Expert (SME) for assigned products
- Prioritize workload effectively and follow established SLAs
- Encourage clients to submit product feedback and enhancement requests
- Follow established risk management and data security protocols
- Update internal support documentation
- Participate in ongoing training and development opportunities
- Provide customer feedback to internal stakeholders
- Learn and support additional products within the company’s suite
- Collaborate with product and development teams via tools like Jira
- Contribute to process improvements and other team initiatives
Skills
- 1+ year of technical support, troubleshooting, or database experience
- Strong written and verbal communication skills
- Empathy, problem-solving ability, and customer-first mindset
- Attention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack)
- High school diploma or equivalent required
Company Overview