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Customer Support Specialist (PST)

1 hour, 53 minutes ago
United States
Full-time
Entry Level
Customer Support
Customer and Technical Support
AWS Azure GCP HTML JIRA SQL
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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

  • Provide first-level support to clients via email, client portal, phone, and Zoom.
  • Troubleshoot and resolve technical issues related to SpryPoint applications.
  • Identify expected results and document steps to replicate bugs for the development team.
  • Document client interactions, issues, and resolutions in the support ticketing system.
  • Escalate complex issues to senior team members when needed.
  • Collaborate with cross-functional teams to improve support processes and product quality.
  • Monitor system performance and proactively identify potential issues.
  • Stay current on product releases, changes, and best practices.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • Experience working in or supporting a fast-paced, multi-task environment.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Strong understanding of relational databases and SQL.
  • Strong understanding of APIs and their real-world application.
  • Experience with help desk, ticketing, or CRM software such as FreshDesk, Jira, or Zendesk.
  • Exposure to SaaS applications and cloud-based technologies.
  • Understanding of modern development and deployment methodologies, including experience with AWS, Google Cloud Platform, and/or Microsoft Azure.
  • Familiarity with ITIL processes and best practices.
  • Knowledge of reporting and business intelligence platforms.
  • Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus.
  • Experience in finance, accounting, or related fields is a plus.
  • Basic knowledge of web technologies such as HTML, APIs, SQL, or cloud-based applications is a plus.

Benefits

  • Remote-first environment with flexible working hours across North America.
  • Competitive total rewards package that grows with you.
  • MacBook plus $800 to create your ideal home workspace.
  • Health, dental, vision, and life insurance from day one.
  • Generous PTO and unlimited sick days.
  • RRSP matching in Canada and 401(k) matching in the U.S.
  • $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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