About this Customer Support Specialist role at HighlightTA
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
We’re seeking a self-motivated, puzzle-loving Customer Support Specialist to join this growing team. This role is perfect for someone who enjoys solving problems, takes initiative, and thrives in a team environment. You’ll support customers using a variety of SaaS tools and become a subject matter expert in several product areas.
As the first point of contact, you’ll help users by phone, live chat, and a ticketing system. You’ll need to be comfortable troubleshooting software issues, navigating customer support platforms like Zendesk and Jira, and—most importantly—delivering best-in-class service.
Responsibilities
Serve as the first point of contact for customer support inquiries
Troubleshoot issues and provide clear, empathetic communication via phone, chat, and email
Document, escalate, and track support requests using Zendesk
Verify and report software bugs; communicate with internal teams as needed
Act as a Subject Matter Expert (SME) for assigned products
Prioritize workload effectively and follow established SLAs
Encourage clients to submit product feedback and enhancement requests
Follow established risk management and data security protocols
Update internal support documentation
Participate in ongoing training and development opportunities
Provide customer feedback to internal stakeholders
Learn and support additional products within the company’s suite
Collaborate with product and development teams via tools like Jira
Contribute to process improvements and other team initiatives
What You Bring
1+ year of technical support, troubleshooting, or database experience
Strong written and verbal communication skills
Empathy, problem-solving ability, and customer-first mindset
Attention to detail and willingness to learn new platforms (e.g., Zendesk, Jira, Salesforce, Slack)
High school diploma or equivalent required
You are comfortable using AI tools as part of your regular workflow. You can name the tools you rely on, describe real use cases, and show genuine enthusiasm for what they make possible.
Why Join Neon One?
At Neon One, our values are 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, act with care and intention in every decision, own the solution, and grow together. We innovate fearlessly, always exploring new ways to support our community and each other.
How We Hire
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.
This posting is for a current, open position within Neon One.
This opportunity is offered through HighlightTA, the on-demand talent team supporting Neon One’s growth.
Connect with us and learn more:
Neon One on LinkedIn
