FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
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 supporting a 24/7 operational environment.
Highest-signal resume keywords
Customer Care ExperienceRemote TroubleshootingEscalated Issue ResolutionMentoring and TrainingAdvanced Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Root Cause AnalysisProblem ResolutionTicketing SystemsField Service DispatchMulti-TaskingTechnical SupportProcess ImprovementKnowledge Base ContributionConfidentiality ComplianceService Coordination
Soft Skills
Interpersonal SkillsCollaborative StyleService-Oriented MindsetJudgment and DiscretionAbility to De-Escalate
Tools & Technologies
Self-Service TerminalsOffice MachineryRemote Access Tools
Certifications & Qualifications
High School DiplomaGEDAssociate's DegreeBachelor's Degree
Industry Keywords
Customer InquiriesEscalation ManagementConfidential Information24/7 OperationTechnical Support Setting
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 non-standard and exception scenarios
- Conduct in-depth research and root cause analysis to answer customer inquiries and prevent repeat issues
- Provide accurate and timely information through effective problem resolution
- Exercise independent judgment on escalations and engage next-level 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 to leadership
- Maintain customer confidentiality while complying with applicable privacy regulations
- Remotely access equipment to troubleshoot and resolve 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 as needed
Requirements
What you’ll need- Minimum of a High School diploma or GED required; Associate's or Bachelor's degree preferred
- Four or more years of experience in a customer care or technical support setting, including 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, with the ability to de-escalate difficult customer interactions
- Ability to multi-task and navigate efficiently through multiple systems and applications
- Ability to work effectively both independently and within a team environment
- Ability to use sound judgment and discretion regarding confidential information
- Ability to work in a fast-paced environment with minimal supervision
- Strong interpersonal skills with a collaborative style and a service-oriented mindset
- Ability to analyze recurring issues and recommend practical solutions
- Ability to support a 24/7 operation, including shift, weekend, holiday, or on-call coverage as required
- Must be able to remain seated for extended periods
- Regular use of a computer and office machinery
- Frequent communication via telephone
Benefits
Comp & perks- Competitive benefits and compensation package