Customer Service Specialist 1 Full Time

NEOGOV is a leading AI-enabled SaaS provider dedicated to serving the public sector and public safety organizations nationwide. With over 25 years of experience, NEOGOV specializes in delivering innovative, integrated platforms that streamline critical workforce and operational processes. Our solutions encompass the entire employee lifecycle, from hiring and onboarding to employee growth, retention, compliance, and public safety operations. Guided by our mission to serve those who serve the public, we prioritize innovation, customer focus, and purpose-driven technology to help build stronger communities. Our commitment to excellence and continuous improvement has established NEOGOV as a trusted partner for government agencies and public safety entities across the country.

About The Role

The Customer Service Specialist is a vital member of our Customer Support team, acting as the frontline voice of NEOGOV. In this role, you will provide exceptional product support to our diverse customer base via phone, virtual meetings, and email communications. Your primary responsibility is to assist customers in resolving issues, understanding product functionalities, and maximizing their use of our solutions. You will collaborate closely with other departments to ensure high-quality service delivery and customer satisfaction. This role requires a proactive, empathetic, and detail-oriented individual who is passionate about delivering solutions and fostering positive customer relationships. As part of our team, you will contribute to creating a supportive and engaging work environment while continuously expanding your product knowledge and support skills.

Qualifications

• Bachelor’s Degree or 1+ years of experience in customer support, training, or implementation roles
• Experience supporting Software as a Service (SaaS) products (preferred)
• Experience supporting HR and/or Public Safety software (bonus)
• Effective decision-making skills
• Strong analytical skills
• Excellent time management and organizational skills
• Technical savviness and ability to learn new software quickly
• Exceptional communication skills, both written and verbal
• Self-motivated with a proactive approach to learning and problem-solving
• Empathetic and customer-focused attitude

Responsibilities

• Actively listen to customers to understand their goals and issues with our products
• Provide guidance, training, and troubleshooting support to resolve customer issues effectively
• Communicate with customers through email, phone, and virtual meetings to answer questions and offer product guidance
• Follow up with customers to ensure issues are fully resolved and provide ongoing support as needed
• Stay informed about product updates and changes to provide accurate and timely assistance
• Continuously enhance your product knowledge to deliver expert-level support
• Investigate reported issues, replicate problems in test environments, and document scenarios for escalation
• Create and update support cases in Salesforce, including detailed notes on interactions and resolutions
• Adhere to standard operating procedures to ensure consistent, high-quality service delivery
• Engage with team members and participate in team activities to foster a collaborative environment
• Contribute to maintaining a positive, constructive, and supportive work culture

Benefits

• Comprehensive medical, dental, and vision insurance plans
• Generous paid time off (PTO) and flexible time-off policies
• Remote work opportunities to support work-life balance
• 401(k) plan with company matching contributions
• Paid parental leave for up to 12 weeks
• Supportive leadership and opportunities for career growth
• Inclusive, diverse, and collaborative work environment
• Additional benefits specific to the department and role

Equal Opportunity

NEOGOV is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on 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. We are dedicated to ensuring fair treatment and equal opportunities for all candidates and employees.