[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.ResponsibilitiesServe as lead resource for clients as they are transitioned from implementation projects to active production workflowsWork with the team to continuously improve documentation, support engagement, and client enablementResearch and troubleshoot software and technical issuesContribute and improve on internal business processes for support-related client communication, queue management, prioritization, and assignmentNurture client relationships to ensure a high level of satisfactionFacilitate and architect solutions to client financial processesSkills2+ years of experience in technical support, IT help desk, or a related field within the utility industryExperience in finance, accounting, or related fieldsStrong troubleshooting skills with a logical and analytical approachUnderstanding of SaaS applications, cloud platforms, and web applicationsExcellent communication and customer service skillsExperience supporting enterprise-level SaaS applicationsStrong understanding of relational databases and SQLStrong understanding of Application Programming Interfaces (API) and the real world applicationKnowledge of Reporting & Business Intelligence platformsAbility to research and troubleshoot software and technical issuesExperience 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 AzureMastery of office productivity suites such as Microsoft Office and Google DocsFamiliarity with utility billing practices, rate structures, and regulatory requirements is a plusBenefitsRemote-first environment, flexible working hours across North America, and hub offices in Charlottetown & AtlantaComprehensive compensation package that grows with youMacBook + $800 to create your ideal home workspaceHealth, dental, vision, and life insurance from day oneGenerous PTO and unlimited sick daysRRSP (Canada) and 401k (US) matching programs$2,500 annual development fund, tuition assistance, and Book Bounty programAnnual company events and team offsites that bring us togetherCompany OverviewSpryPoint provides cloud based solutions and consulting services to help utilities optimize customer service and operations. It was founded in 2011, and is headquartered in Charlottetown, Prince Edward Island, CAN, with a workforce of 201-500 employees. Its website is https://sprypoint.com/.