Customer Support Specialist I

Overview The Company 2025 Deloitte Technology Fast 50 Canada Recipient 🏆 SpryPoint is revolutionizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only cloud-native platform built specifically for modern utilities. Founded by industry veterans in 2012, we've grown from a profitable startup to a rapidly scaling company of 285+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers. We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success—achieving 100% customer reference ability. Backed by strategic investment from Norwest Venture Partners since 2023, we\'re accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence. Join our award-winning team in transforming an essential industry that powers communities across the Americas. Position Overview As a Customer Support Specialist I, you’ll be the first point of contact for clients needing help with SpryPoint’s applications. You’ll troubleshoot issues, document solutions, and work closely with both clients and internal teams to ensure a smooth support experience. If you\'re curious, tech-savvy, and enjoy problem-solving, this is a great opportunity to grow your skills. This role requires up to 50% travel. 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, identify the expected results and provide steps to replicate for the development team to research further. 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. Technical Skills Strong understanding of relational databases and SQL Strong understanding of Application Programming Interfaces (API) and real-world application Knowledge of Reporting & Business Intelligence platforms Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus 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 Required Qualifications 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 Our Hiring Process We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here\'s a peek into our hiring process for this position, so you know exactly what to expect: Stage 1: 30-minute Recruiter InterviewWe\'ll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have. Stage 2: Take Home AssignmentThe test has a 3-day deadline and focuses on assessing your skills in key areas related to the role. We\'re more interested in your problem-solving approach than perfection. Stage 3: 1-hour Final InterviewIf the assignment goes well, you\'ll move on to the final interview. You\'ll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we\'ll discuss the assignment together. We\'re interested not just in your final solution, but also in your thought process and how you got there. Stage 4: References/OfferWe\'ll check your references to confirm all the great things we\'ve learned about you. If all goes well, we\'ll be thrilled to extend an offer and welcome you to the team Benefits & Perks Work your way - Remote-first environment with flexible working hours across North America Competitive Total Rewards - Comprehensive compensation package that grows with you Complete Setup - MacBook + $500 to create your ideal home workspace Total Wellness - Health, dental, vision, and life insurance from day one Recharge Time - Generous PTO, Summer Friday half-days, and unlimited sick days Future Security - RRSP (Canada) and 401k (US) matching programs Continuous Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program Team Connection - Annual company events and team offsites that bring us together Professional Identity Verification To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as a part of our SOC 2 compliance procedures. Equal Opportunity & Inclusion SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws. Accommodations Need accommodations during our interview process? Let us know and we\'ll work with you to provide the necessary support. #J-18808-Ljbffr