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
Neon One provides social good organizations with unified tools and services they need to help fulfill their mission. It was founded in 2018, and is headquartered in Chicago, Illinois, USA, with a workforce of 201-500 employees. Its website is https://neonone.com/.