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    "requisitionDescription": "<div><p id=\"isPasted\"><strong><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Job Summary:</span></strong></p><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>We&rsquo;re looking for a sharp, resourceful, and customer-focused Application/Technical Help Desk Representative to deliver top-tier customer support to our clients. In this role, you will handle incoming support requests across multiple channels, perform expert troubleshooting, manage and resolve service tickets, and provide clear, proactive communication throughout the support lifecycle. Your work will directly impact the quality of service our clients experience and support our team&rsquo;s reputation for excellence.</span></p><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Duties and Responsibilities:</strong></span></p><ul type=\"disc\"><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Maintain timely communication with customers, especially during service incidents or outages.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Assist with customer-specific support needs and troubleshooting.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Update and maintain customer records in the CRM system with high attention to detail.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Participate actively in team meetings, ongoing training, and continuous improvement efforts.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Take part in after-hours support rotation as needed.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Perform additional duties as assigned.</li></ul><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Education and Experience:</strong>&nbsp;</span></p><ul type=\"disc\"><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>A minimum of 1 - 5 years in Support Help Desk management is mandatory. &nbsp;</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Experience with Justice environments and/or Operations (Preferred) &nbsp;</li></ul><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Knowledge, Skills and Abilities:</strong></span></p><ul type=\"disc\"><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Strong verbal and written communication skills&nbsp;</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Able to explain technical concepts to both technical and non-technical users</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Quick to learn and troubleshoot software applications, particularly in Windows environments, to assist others effectively.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Organized, detail-oriented, and capable of managing multiple tasks independently&nbsp;</li></ul><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>&nbsp; &nbsp; &nbsp; Not required, but additional helpful skillsets or experiences:&nbsp;</span></p><ul type=\"disc\"><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states&nbsp;</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);' data-pasted=\"true\">Experience writing and/or reading basic SQL queries</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Proficiency using CRM and ticketing systems. &nbsp;</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Advanced ability to read and write complex database queries</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Knowledge of client-server structures and relationships&nbsp;</li></ul><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><br><strong>Work Environment:</strong></span></p><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual workstation, using a telephone and computer</span></p><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><br><strong>Physical Demands:</strong></span></p><ul type=\"disc\"><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Must be able to remain seated or at a workstation for extended periods while using a computer.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Regular use of computers, phones, and standard office equipment (e.g., printers, scanners).</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Occasional movement around the office to collaborate with team members or access equipment.</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Frequent verbal communication, both in person and via telephone, to assist customers and coordinate with colleagues.</li></ul><p data-pasted=\"true\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><br><strong>Neumo Summary:</strong></span></p><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></p><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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. &nbsp;And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.</span></p><p><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.</span></p><p><em><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></em></p></div>\n",
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