Job Title

Overview SpryPoint is revolutionizing how utilities serve their communities. As a high-growth software company, we are 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 have 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. Our ''updates, not upgrades'' approach, user-centric design, and unwavering focus on customer successachieving 100% customer reference ability. Backed by strategic investment from Norwest Venture Partners since 2023, we are 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, youll be the first point of contact for clients needing help with SpryPoints applications. Youll 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. Identify expected results when troubleshooting bugs 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 Bachelors 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 Stage 1: 30-minute Recruiter Interview Well explore your background and experience, share more about SpryPoint and the role, and answer questions. Stage 2: Take Home Assignment The test has a 3-day deadline and focuses on assessing your skills related to the role. Were more interested in your problem-solving approach than perfection. Stage 3: 1-hour Final Interview If the assignment goes well, youll meet our Client Success Team and discuss the assignment together, including your thought process and approach. Stage 4: References/Offer References will be checked to confirm qualifications. If all goes well, well 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 Professional Identity Verification To help verify candidate authenticity, include a link to your LinkedIn profile and verify it with your current work email address. Final candidates will complete background checks and identity verification as part of SOC 2 compliance procedures. Equal Opportunity & Accommodations SpryPoint is an equal-opportunity employer committed to creating an inclusive environment. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, disability status, veteran or marital status, pregnancy, or any other classification protected by applicable laws. Need accommodations during our interview process? Let us know and we will provide the necessary support. #J-18808-Ljbffr