Note: The job is a remote job and is open to candidates in USA. SpryPoint is a high-growth software company that modernizes how utilities serve their communities with a cloud-native customer service platform. The Customer Support Specialist I will be the first point of contact for clients, troubleshooting issues and collaborating closely with internal teams to ensure a seamless support experience.
Responsibilities
- Provide first-level support to clients via e-mail, client portal, and phone/zoom
- Troubleshoot and resolve technical issues related to SpryPoint applications
- When troubleshooting bugs, be able to identify the expected results and provide steps to replicate for the development team to research further. Must be resourceful in issue navigation and analysis
- Document client interactions, issues, and resolutions in the support ticketing system
- Escalate complex issues to senior team members when necessary
- Collaborate with cross functional teams to improve support processes and product quality
- Monitor system performance and proactively identify potential issues
- Stay updated on product releases, changes, and best practices
Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
- 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
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Ability to work in a fast-paced environment and manage multiple tasks
- Customer service mindset with a proactive approach to issue resolution
- Experience with help desk or ticketing systems (e.g., Zendesk, Jira, Freshdesk)
- Exposure to SaaS applications and cloud-based technologies
- Familiarity with ITIL processes and best practices
- Experience in finance, accounting, or related fields is a plus
- Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus
- Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) 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/.