Customer Support Specialist
Posted 1 month ago Expired
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Upload Your ResumeAbout This Role
This role is for a Customer Support Specialist to provide best-in-class service to users of SaaS tools for nonprofits. The specialist will serve as the first point of contact, troubleshoot software issues, and become a subject matter expert in several product areas.
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
- Collaborate with product and development teams via tools like Jira
Requirements
- 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
Qualifications
- High school diploma or equivalent required
- 1+ year of technical support, troubleshooting, or database experience
Skills
* Required skills
About Neon One
Leader in nonprofit software since 2004, creating intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day. Operates with a customer-first mindset and values empathy, innovation, and collaboration.