[Remote] Customer Support Advisor

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