Customer Support Specialist

ABOUT NEON ONE

At Neon One, we believe that technology is the key to building vibrant communities of generosity. As a leader in nonprofit software since 2004, we create intuitive solutions that help small and mid-sized nonprofits connect with people, build trust, and make good happen every day.

Our culture is powered by empathy, innovation, and a shared mission to empower organizations making a difference. We operate with a customer-first mindset, take pride in extraordinary results, and grow together by supporting each other and embracing bold new ideas. If you’re passionate about using your skills to drive real impact and want to thrive in a collaborative, fully remote environment, Neon One is the place for you.

ABOUT THE ROLE

We’re seeking a self-motivated, puzzle-loving Customer Support Specialist to join this growing team. This role is perfect for someone who enjoys solving problems, takes initiative, and thrives in a team environment. You’ll support customers using a variety of SaaS tools and become a subject matter expert in several product areas.

As the first point of contact, you’ll help users by phone, live chat, and a ticketing system. You’ll need to be comfortable troubleshooting software issues, navigating customer support platforms like Zendesk and Jira, and—most importantly—delivering best-in-class service.

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

- Partic...