Job Description

Posting number: 00953

Department: Customer Service

Division: HRIS

Job classification: Senior Customer Service Specialist I

Posting type: Open

Categories: Customer Service

Summary

Please note this is a fully remote role within the United states.

For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities.

We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.

At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.

Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference.

The Customer Service Specialist is an essential member of the Customer Success team. The Customer Service Specialist 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.

This posting is for an existing vacancy.

Examples of duties

• Executing support, training, and best practice coaching for all customers.
• Replicating reported issues in a test environment.
• Studying product tutorials and documentation prior to each enhancement release.
• Executing daily customer support operations including, but not limited to, responding to questions and following up on reported issues.

Qualifications

• Engaged team player
• Interpersonal communicator
• Empathetic problem-solver
• Authentic and passionate about quality service
• Technically savvy

What you have:

• 1+ years of experience in a training/implementation or support role, with preference given to solid experience within HR/HRIS systems (Payroll, HR, Benefits, Timekeeping)
• Previous working experience with support and/or SaaS products
• Solid decision-making and analytical skills
• Solid time management skills
• Excellent written and verbal communication skills
• B.A or B.S Degree. Concentration in Human Resources or industry experience in payroll, benefits and time management processes preferred

Supplemental information

• Competitive Wages
• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K Matching
• 12-week Paid Parental Leave
• Autonomy to grow and find your career path with supportive leadership
• Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office.
• Inclusive and diverse work environment

NEOGOV does 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, protected military status, or other non-merit factors.

Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.