Senior Customer Care Technician

Avenu Insights & Analytics

. Resolve complex and escalated customer inquiries regarding Neumo services and programs as a tier-two Customer Care resource .

Posted 9/24/2026full-timeFort Wayne • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving complex customer inquiries and providing effective problem resolution while maintaining confidentiality and compliance with privacy regulations. Capable of mentoring and training associates, contributing to process improvements, and utilizing remote troubleshooting skills in a fast-paced environment.

Highest-signal resume keywords

Customer Care ExperienceRemote TroubleshootingEscalated Issue ResolutionMentoring and TrainingAdvanced Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisTechnical SupportTicketing SystemsField Service DispatchProblem ResolutionKnowledge Base ContributionProcess ImprovementMulti-TaskingConfidentiality ComplianceService Coordination

Soft Skills

Interpersonal SkillsDe-EscalationCollaborationJudgment and DiscretionService-Oriented Mindset

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer InquiriesSelf-Service TerminalsOnboardingCoachingFast-Paced Environment

About the role

Key responsibilities & impact

Resolve complex and escalated customer inquiries regarding Neumo services and programs as a tier-two Customer Care resource
Explain processes and procedures for loading and changing material associated with self-service terminals, including exception scenarios
Conduct research and root cause analysis to address inquiries and prevent repeat issues
Provide accurate and timely information through effective problem resolution
Make independent escalation decisions and engage support, field operations, or management when appropriate
Serve as a subject matter expert on Neumo programs, services, and systems
Support onboarding, training, and side-by-side coaching of new and developing associates
Contribute to knowledge base articles, call scripts, and standard operating procedures
Identify recurring customer-contact trends and recommend process, tooling, or documentation improvements
Maintain customer confidentiality and comply with applicable privacy regulations
Remotely access equipment to troubleshoot advanced hardware and software issues
Dispatch and coordinate with field technicians, prioritizing time-sensitive or high-impact service calls
Provide coverage and informal shift leadership during peak volume, after-hours, or on-call periods

Requirements

What you’ll need

Minimum of a High School diploma or GED required
Four or more years of experience in a customer care or technical support setting
Demonstrated experience handling escalated or complex customer issues
Prior experience mentoring, training, or serving as a senior resource for a support team preferred
Experience with remote troubleshooting, ticketing systems, and field service dispatch preferred
Advanced verbal and written communication skills
Ability to de-escalate difficult customer interactions
Ability to multi-task and navigate multiple systems and applications
Ability to work independently and within a team environment
Sound judgment and discretion regarding confidential information
Ability to work in a fast-paced environment with minimal supervision
Strong interpersonal skills with a collaborative, service-oriented mindset
Ability to analyze recurring issues and recommend practical solutions
Must be able to remain seated for extended periods
Regular computer and office machinery use

Benefits

Comp & perks

Competitive benefits and compensation package
24/7 operation with shift, weekend, holiday, or on-call coverage opportunities/requirements