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Customer Support Advisor (EST)

1 hour, 50 minutes ago
Canada
Full-time
Junior
Customer Support
Customer and Technical Support
AWS Azure GCP JIRA SQL
Apply Now
SpryPoint

SpryPoint

SpryPoint provides cutting-edge cloud-based solutions for utilities, enhancing customer service and operational efficiency in North America.

Electric Utilities
51-250
Founded 2011
View All Jobs 12

Description

  • Serve as the lead resource for clients transitioning from implementation into active production workflows.
  • Provide technical guidance to clients using SpryPoint applications.
  • Research and troubleshoot software and technical issues.
  • Improve documentation, support engagement, and client enablement with the team.
  • Enhance internal support processes for client communication, queue management, prioritization, and assignment.
  • Build and maintain strong client relationships to support satisfaction and retention.
  • Facilitate and architect solutions for client financial processes.
  • Support adoption of the company’s products across utility customers in North America.
  • Collaborate with the Client Success team on problem solving and final solution reviews.

Requirements

  • 2+ years of experience in technical support, IT help desk, or a related field within the utility industry.
  • Experience in finance, accounting, or a related field.
  • Strong troubleshooting skills with a logical and analytical approach.
  • Understanding of SaaS applications, cloud platforms, and web applications.
  • Excellent communication and customer service skills.
  • Experience supporting enterprise-level SaaS applications.
  • Strong understanding of relational databases and SQL.
  • Strong understanding of APIs and their real-world application.
  • Knowledge of reporting and business intelligence platforms.
  • Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus.
  • Experience with help desk, ticketing, or CRM software such as FreshDesk or Jira.
  • Understanding of modern development and deployment methodologies, including AWS, Google Cloud Platform, and/or Microsoft Azure.
  • Mastery of Microsoft Office and Google Docs.
  • Ability to work primarily in the Eastern Time Zone and travel up to 40% across North America.

Benefits

  • Remote-first environment with flexible working hours across North America.
  • Competitive total rewards and a compensation package that grows with you.
  • MacBook plus $800 to set up an ideal home workspace.
  • Health, dental, vision, and life insurance from day one.
  • Generous PTO and unlimited sick days.
  • RRSP (Canada) and 401(k) (US) matching programs.
  • $2,500 annual development fund, tuition assistance, and Book Bounty program.
  • Annual company events and team offsites.

Interested in this position?

Apply directly on the company website

Apply Now

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