Neon One is seeking a self-motivated, puzzle-loving problem solver who wants to help nonprofits use their NeonCRM database effectively. You will provide technical support to all NeonCRM and Neon One customers through tickets, live chat, and phone support. This role is ideal for someone who enjoys troubleshooting, has a great sense of humor, works well in a team environment, and is comfortable learning new software. Above all else, you must be passionate about delivering best-in-class customer service.

Who are we? A mission-driven software company, working to empower nonprofit organizations with best in class technology solutions. We care about nonprofits and the people who run them, and we're constantly learning and growing. We're a little nerdy, a little silly, but, most of all, we like to get things done. 

Who are you? You work hard and like to collaborate with others. You're ambitious, driven, and passionate about outside-of-the-box thinking. You care about making good happen in the world and you'd like your job to be more than just a job. 

Why work for us? We're growing rapidly. As a part of our team, you'll navigate challenging assignments, grow professionally, and have access to professional development conferences and industry thought leaders. Best of all, you'll get to work with a great group of people that thrives on innovation, collaboration, creativity, and risk-taking.  
 

RESPONSIBILITIES

• Serve as the first point of contact for customers by answering questions and troubleshooting issues related to the use of our software.
• Document, track, and monitor software-related issues to ensure timely resolution.
• Set up test environments to verify reported software bugs.
• Follow escalation procedures to communicate verified issues to our development team.
• Update Knowledge Base documentation.
• Prioritize own workload effectively and with attention to detail.
• Research related or unresolved issues in Zendesk and JIRA to ensure accuracy, identify potential trends, and prevent duplication of work within the department.
• Learn new skills based on job requirements.

BASIC QUALIFICATIONS

• 1 year of troubleshooting, tech support, customer support, or database admin experience
• Ability to learn new software quickly
• Willingness to learn NeonCRM, Zendesk, JIRA, QuickBooks, and other platforms
• Excellent problem-solving skills
• Excellent verbal and written communication skills, with ability to convey technical subject matter to non-technical audiences