[Hiring] Customer Support Specialist REMOTE USA

­­­­Position: Customer Support Specialist

Date posted: 2025-07-10

Industry: other

Employment type: Full Time

Experience: 1 year                       

Qualification: Bachelor’s Degree holder

Location: United States, REMOTE

Company: HighlightTA

Description:

HighlightTA

Customer Support Specialist (Arts People)

United States

About the job

HighlightTA is the on-demand talent team for Neon One.

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:

Neon One is seeking a remote Customer Support Specialist for its Arts People software product. Arts People is a ticketing and fundraising platform used primarily by performing arts organizations. This individual will also be cross-trained to provide support for users of other Neon One products. We are seeking a self-motivated, puzzle-loving problem solver who wants to help nonprofits use their Neon One software effectively.

As a Customer Support Specialist, you will provide support to Neon One customers (focusing on Arts People) through tickets, live chat, and phone support. This role is ideal for someone who enjoys troubleshooting, takes initiative, works well in a team environment, and is comfortable asking lots of questions. Above all else, you must be passionate about delivering best-in-class customer service. This position will report to the Arts People Support Manager.

This position will work a 9 hour shift between the hours of 7am – 7pm CT.

Responsibilities:

• Serve as the first point of contact for customers by answering questions and troubleshooting issues related to the use of our software via tickets and live support.
• Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed.
• Provide accurate, friendly communication while meeting the timeliness standards set forth in our Service Level Agreements.
• Test and verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams.
• Prioritize own workload effectively and with attention to detail.
• Research issues in Zendesk, Salesforce, and Jira to identify potential trends and prevent duplication of work within the department.
• Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform.
• Follow established security and risk management procedures.
• Update support documentation as needed.
• Participate in individual and group trainings to enhance skills; seek professional training from outside sources (with approval of department leadership).
• Learn new skills based on job requirements.
• Learn how to support other Neon One products and assist those support teams as needed.
• Use Atlassian platform (Jira) to communicate with Development team; follow up on submitted tickets and proactively communicate resolution to clients as needed.
• Contribute to departmental process improvements.

Requirements:

• At least one year of troubleshooting, technical support, or database administration experience.
• Basic knowledge of the performing arts and nonprofit industries.
• Excellent problem-solving skills and ability to exhibit empathy.
• Excellent verbal and written communication skills, with a strong ability to convey technical subject matter to a non-technical audiences.
• Willingness to learn Neon One products, Zendesk, Slack, Jira and other Atlassian products, Salesforce, and other integrated software platforms.

Preferred skills and attributes:

• Undergraduate degree in a related field is preferred but not required.
• Strong work ethic with a sense of urgency; daily work product driven by a client-first mentality.
• Exceptional attention to detail.
• Desire to help make good happen in the world.
• Art Knowledge.

Why Join Neon One?

At Neon One, our values aren’t just words – they’re how we show up every day. We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. We stand for our customers, acting with care and intention in every decision. We own the solution, rolling up our sleeves to meet challenges head-on, and we grow together, valuing inclusivity, collaboration, and progress over perfection. We also innovate fearlessly, always exploring new ways to support our community and each other.

If you’re energized by purpose-driven work and ready to thrive in a remote, people-first environment, we’d love to connect with you.

Benefits and More

Our people are at their best when they are happy, healthy, and have the resources and support they need.

• Unlimited paid time off.
• Comprehensive health plans (medical, dental, vision).
• 401(k) with up to 3.5% company match.
• Paid parental leave after one year.
• Company-paid life insurance and long-term disability.
• Pet insurance.
• 11 company holidays.
• Paid sick time and a monthly paid volunteer day.
• Medical and dependent care flexible spending accounts.
• Commuter benefits, identity theft protection.
• Fully remote workplace.

How We Hire (and How We Use AI):

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. We want to get to know you, not ChatGPT.

This opportunity is offered through HighlightTA, the on-demand talent team supporting Neon One’s growth.

Read more: [Hiring] Customer Support Specialist REMOTE USA