[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