Customer Support Specialist I (12-Month Contract)

Position Overview

As a Customer Support Specialist I, you’ll be the first point of contact for clients seeking assistance with SpryPoint’s applications. You’ll troubleshoot issues, document solutions, and collaborate closely with both clients and internal teams to ensure a seamless support experience. If you’re curious, tech-savvy, and enjoy solving problems, this is a great opportunity to grow your technical and customer-facing skills in a dynamic SaaS environment.

This role operates primarily in the Eastern Time Zone (EST) to support our client base and requires up to 50% travel across North America. Responsibilities:

• Provide first-level support to clients via e-mail, client portal, and phone/zoom.
• Troubleshoot and resolve technical issues related to SpryPoint applications.
• When 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 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 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:

• Bachelor’s 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