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 tran...