NEOGOV is a proud SaaS leader in the Public Sector for HR, Recruiting, employee development, and management. Through the NEOGOV HR Suite, our passion is to bring efficient and more innovative solutions to public sector organizations. We are in business to serve the people who serve the people.

The Customer Support Engineer is an essential member of the Customer Success team. The Support Engineer role is responsible for providing phone and technical support to all NEOGOV customers. This role also communicates and collaborates with other NEOGOV departments and team members to ensure high quality, easy-to-use execution of the support processes to achieve high levels of customer satisfaction.

• Reply to inbound requests from channels in prescribed service levels.

• Determine, review criticality, and prioritize the resolution of issues.

• Own customer technical issues from initial report to resolution, communicating with customers regularly.

• Quickly learn PowerDMS and maintain product knowledge by reviewing updated materials and feature reviews.

• Perform, document, and exhaust all necessary research utilizing tools available

• prior to escalating.

• Maintain customer records up to date on a per-contact basis.

• Collaborate with other Support Advisors and Support Engineers to resolve issues and engage the Service Delivery, Software Engineering, and Quality Engineering teams

• Excellent communicator

• Cheery disposition 

• Strong problem-solving ability

• Motivated team player 

• Passion for a Positive Customer Experience

• Desire to grow into the role and build a future with the company

What You Have

• Technical troubleshooting experience

• 1 year work experience in software support, preferably at a SaaS company

• 3 - 5 years of experience with Windows workstation operating systems

• Expertise working with CRM systems, Salesforce preferred

• ITIL & HDI knowledge is a big plus

• 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.

NEOGOV and PowerDMS do 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.