[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