Customer Support Specialist

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☕ Washington – Remote

☕ Washington – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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SpryPoint

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

⚡ Energy

🤝 B2B

💰 Private Equity Round on 2023-03

SaaS • Energy • B2B

SpryPoint is a company that provides advanced software solutions aimed at improving operational efficiency and customer service for utility companies. Specializing in cloud-based platforms, SpryPoint's services include electric, water, gas, and broadband utility billing, mobile field service, asset management, customer engagement, and demand response. Their tools are designed to facilitate data-driven decision-making, enhance business intelligence analytics, and ensure regulatory compliance for clients in the utility sector. With an emphasis on security and performance, SpryPoint offers a seamless and efficient experience allowing utility providers to focus on their key operations, all while leveraging cutting-edge technology to stay current with industry advancements.

📋 Description

• 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 • 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

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience) • Experience in finance, accounting, or related fields is a plus • Strong analytical and problem-solving skills • Excellent verbal and written communication skills • Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) is a plus • 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

🏖️ 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