[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