Customer Support Specialist

Avenu Insights & Analytics

Application/Technical Help Desk Representative delivering customer support for Neumo’s government services. Managing incoming support requests and performing troubleshooting across various channels.

Posted 6/18/2026full-timeRemote • California, New Mexico • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism
Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions
Maintain timely communication with customers, especially during service incidents or outages
Assist with customer-specific support needs and troubleshooting
Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams
Update and maintain customer records in the CRM system with high attention to detail
Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies
Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements
Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings
Participate actively in team meetings, ongoing training, and continuous improvement efforts
Take part in after-hours support rotation as needed
Perform additional duties as assigned

Requirements

What you’ll need

A minimum of 1 - 5 years in Support Help Desk management is mandatory
Experience with Justice environments and/or Operations (Preferred)
Strong verbal and written communication skills
Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team
Able to explain technical concepts to both technical and non-technical users
Quick to learn and troubleshoot software applications, particularly in Windows environments
Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word
Not required, but additional helpful skillsets or experiences:
Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states
Experience writing and/or reading basic SQL queries
Proficiency using CRM and ticketing systems
Advanced ability to read and write complex database queries
Knowledge of client-server structures and relationships

Benefits

Comp & perks

Competitive benefits and compensation package

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysistroubleshootingSQLdatabase queriesclient-server structuresapplication configurationsoftware bug documentationWindows environmentsCRM systemsticketing systems

Soft Skills

communication skillsorganizational skillsdetail-orientedteam collaborationindependent task managementcustomer feedbacktraining participationproblem-solvingurgencyprofessionalism