- 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.
- An engaged team player with a positive and helpful attitude
- An effective communicator
- Self-starter who takes the initiative to learn, practice, and improve
- A continuous learner and 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
- Bachelor's Degree or 2+ years' experience in a customer support / training / implementation role - bonus points for experience supporting a Software-as-a-Service (SaaS) product and/or HR and/or Public Safety software
- Experience with PowerDMS is a definite plus
- Effective decision-making skills
- Solid analytical skills
- Time management skill and are technically savvy
- Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees
- Generous PTO and Flex-Time off
- Remote working opportunities
- 401K Matching
- Autonomy to grow and find your career path with supportive leadership
- Truly inclusive and diverse environment
- 12-week Paid Parental Leave
- Additional Benefits specific to department, etc.
- Yes
- No
- Yes
- No
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Customer Service Specialist II - El Segundo, United States - NEOGOV
Description
Salary: Depends on QualificationsLocation : Draper, UT
Job Type: Full-Time
Job Number: 00430
Department: Customer Service
Division: Power
Opening Date: 05/02/2024
About
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 II is an essential member of the PowerDMS Customer Service 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
01
Will you now or in the future require sponsorship to work in the U.S.?
Are you able to work on-site in our Draper, UT office M-F during business hours?
Do you have 2 or more years of previous software troubleshooting experience?
04
Do you have previous experience in the public sector (fire or police dept)?
05
Do you have previous experience with our PowerDMS product?
Required Question
