[Remote] Customer Support Specialist (PST)

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