Customer Support Advisor

Position Overview As a Customer Support Advisor, you will play a critical role in ensuring the success of our clients. You will be responsible for providing technical guidance to our clients, leveraging your deep knowledge of SpryPoint applications. Your primary goal is to help customers maximize the value they receive from our products, drive adoption, and build strong, long-lasting relationships.

This role requires up to 40% travel across North America. Responsibilities:

• Serve as lead resource for clients as they are transitioned from implementation projects to active production workflows
• Work with the team to continuously improve documentation, support engagement, and client enablement
• Research and troubleshoot software and technical issues
• Contribute and improve on internal business processes for support-related client communication, queue management, prioritization, and assignment
• Nurture client relationships to ensure a high level of satisfaction
• Facilitate and architect solutions to client financial processes

Technical Skills & Expertise:

• Strong understanding of relational databases and SQL
• Strong understanding of Application Programming Interfaces (API) and the 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

Qualifications:

• 2+ years of experience in technical support, IT help desk, or a related field within the utility industry
• Experience in finance, accounting, or related fields
• 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