Sr. Customer Support Specialist - (Mexico/Remote)

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 transaction lifecycle, including: Payment initiation Authorization Processing Posting and reporting Analyze transactional data to identify root causes and provide clear, accurate resolutions. Communicate effectively with customers, internal teams, and stakeholders, ensuring clarity around payment status, timelines, and outcomes. Maintain detailed documentation of cases, findings, and resolutions in the ticketing system (e.g., Service Cloud). Escalate complex or unresolved issues appropriately, providing full context and data-backed analysis. Contribute to team knowledge by documenting recurring issues, workflows, and best practices related to payments and transactions. Ensure a high standard of professionalism, accuracy, and customer satisfaction at all times. Support system or platform troubleshooting as needed. Perform other duties and assigned. Education and Experience: Guadalajara based. Native or near-native English proficiency with strong comprehension and written communication skills. 6+ years of experience in a related field (customer support, operations, finance, payments, or data-focused roles). 4+ years of hands-on experience supporting payment processing and transactional systems. Strong experience working with: Payment data Transaction records Reporting and reconciliation Experience working with ticketing systems and structured support environments. Experience supporting custom or proprietary platforms. Experience in public sector, fintech, or regulated environments. Knowledge, Skills and Abilities: Proven ability to analyze data, identify patterns, and resolve complex issues. Strong attention to detail and ability to manage multiple cases simultaneously. Familiarity with: Payment gateways Financial reporting systems Transaction logs and audit trails Basic SQL or data querying experience. Exposure to Salesforce / Service Cloud or similar tools. Work Environment : Office setting with a moderate noise level. The employee will work at an individual workstation, using a telephone and computer. Physical Demands : Must be able to remain seated for extended periods. Regular use of a computer and other office machinery, such as printers and copy machines. Occasional movement around the office. Frequent communication via telephone. Neumo Summary: 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. 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. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more. Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment. 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.