[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.ResponsibilitiesProvide first-level support to clients via e-mail, client portal, and phone/zoomTroubleshoot and resolve technical issues related to SpryPoint applicationsWhen 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 analysisDocument client interactions, issues, and resolutions in the support ticketing systemEscalate complex issues to senior team members when necessaryCollaborate with cross functional teams to improve support processes and product qualityMonitor system performance and proactively identify potential issuesStay updated on product releases, changes, and best practicesSkillsBachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)Strong 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 DocsStrong analytical and problem-solving skillsExcellent verbal and written communication skillsAbility to work in a fast-paced environment and manage multiple tasksCustomer service mindset with a proactive approach to issue resolutionExperience with help desk or ticketing systems (e.g., Zendesk, Jira, Freshdesk)Exposure to SaaS applications and cloud-based technologiesFamiliarity with ITIL processes and best practicesExperience in finance, accounting, or related fields is a plusFamiliarity with utility billing practices, rate structures, and regulatory requirements is a plusBasic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) 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/.