Note: The job is a remote job and is open to candidates in USA. SpryPoint is a high-growth software company modernizing how utilities serve their communities. As a Customer Support Advisor, you will provide technical guidance to clients, helping them maximize the value of SpryPoint applications and build long-lasting relationships.
Responsibilities
- Serve as lead resource for clients as they are transitioned from implementation projects to active production workflows
- Work with the team to continuously improve documentation, support engagement, and client enablement
- Research and troubleshoot software and technical issues
- Contribute and improve on internal business processes for support-related client communication, queue management, prioritization, and assignment
- Nurture client relationships to ensure a high level of satisfaction
- Facilitate and architect solutions to client financial processes
Skills
- 2+ years of experience in technical support, IT help desk, or a related field within the utility industry
- Experience in finance, accounting, or related fields
- Strong troubleshooting skills with a logical and analytical approach
- Understanding of SaaS applications, cloud platforms, and web applications
- Excellent communication and customer service skills
- Experience supporting enterprise-level SaaS applications
- Strong understanding of relational databases and SQL
- Strong understanding of Application Programming Interfaces (API) and the real world application
- Knowledge of Reporting & Business Intelligence platforms
- Ability to research and troubleshoot software and technical issues
- Experience working with Help Desk, Ticketing, or CRM Software (FreshDesk, Jira)
- Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure
- Mastery of office productivity suites such as Microsoft Office and Google Docs
- Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus
Benefits
- Remote-first environment, flexible working hours across North America, and hub offices in Charlottetown & Atlanta
- Comprehensive compensation package that grows with you
- MacBook + $800 to create your ideal home workspace
- Health, dental, vision, and life insurance from day one
- Generous PTO and unlimited sick days
- RRSP (Canada) and 401k (US) matching programs
- $2,500 annual development fund, tuition assistance, and Book Bounty program
- Annual company events and team offsites that bring us together
Company Overview
SpryPoint provides cloud based solutions and consulting services to help utilities optimize customer service and operations. It was founded in 2011, and is headquartered in Charlottetown, Prince Edward Island, CAN, with a workforce of 201-500 employees. Its website is https://sprypoint.com/.