Job Summary:
The Senior Customer Support Specialist (Tier 2) provides advanced support for citizens and agency users interacting with Neumo platforms, with a primary focus on payment processing, transactional data, reporting, and financial workflows.
This role is data-heavy and context-driven, requiring strong analytical skills, deep understanding of payment lifecycles, and the ability to investigate transactional issues end-to-end. While some technical troubleshooting is involved, the role is primarily focused on data and transaction resolution, with some IT/system support.
Duties and Responsibilities:
- Serve as a Tier 2 escalation point for complex customer support cases related to:
- Payment processing
- Transaction failures, discrepancies, and reversals
- Refunds, settlements, and reconciliation issues
- Reporting accuracy and financial data validation
- Investigate issues across the full transaction lifecycle, including:
- Payment initiation
- Authorization
- Processing
- Posting and reporting
- Analyze transactional data to identify root causes and provide clear, accurate resolutions.
- Communicate effectively with customers, internal teams, and stakeholders, ensuring clarity around payment status, timelines, and outcomes.
- Maintain detailed documentation of cases, findings, and resolutions in the ticketing system (e.g., Service Cloud).
- Escalate complex or unresolved issues appropriately, providing full context and data-backed analysis.
- Contribute to team knowledge by documenting recurring issues, workflows, and best practices related to payments and transactions.
- Ensure a high standard of professionalism, accuracy, and customer satisfaction at all times.
- Support system or platform troubleshooting as needed.
- Perform other duties and assigned.
Education and Experience:
- Guadalajara based.
- Native or near-native English proficiency with strong comprehension and written communication skills.
- 6+ years of experience in a related field (customer support, operations, finance, payments, or data-focused roles).
- 4+ years of hands-on experience supporting payment processing and transactional systems.
- Strong experience working with:
- Payment data
- Transaction records
- Reporting and reconciliation
- Experience working with ticketing systems and structured support environments.
- Experience supporting custom or proprietary platforms.
- Experience in public sector, fintech, or regulated environments.
Knowledge, Skills and Abilities:
- Proven ability to analyze data, identify patterns, and resolve complex issues.
- Strong attention to detail and ability to manage multiple cases simultaneously.
- Familiarity with:
- Payment gateways
- Financial reporting systems
- Transaction logs and audit trails
- Basic SQL or data querying experience.
- Exposure to Salesforce / Service Cloud or similar tools.
Work Environment:
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.
