Senior Support Analyst

Summary

Join SpryPoint as a Senior Support Analyst and deliver exceptional technical support to clients in the utility industry. You will resolve complex issues, ensure data accuracy, and build strong client relationships. This role demands strong problem-solving skills, industry expertise, and effective communication. You will collaborate with internal teams, proactively identify and troubleshoot issues, and contribute to knowledge base development. The position offers a remote-first work environment with flexible hours and a competitive compensation package, including health insurance, retirement benefits, and professional development opportunities.

Requirements

• 3-5 years of experience in a client-facing technical support role within the utility industry, preferably using Customer Information Systems (CIS)
• Strong analytical and problem-solving skills with the ability to identify root causes, develop solutions, and implement them effectively
• Strong familiarity with utility billing practices, rate structures, and regulatory requirements
• Proficient in using help desk ticketing systems and CRM software (e.g., Salesforce, Freshdesk, Jira)
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences
• Ability to work independently and as part of a team in a fast-paced environment
• Strong understanding of relational databases and SQL

Responsibilities

• Provide timely and effective technical support to clients via phone, email, and chat, addressing software issues, billing discrepancies, and other inquiries
• Effectively manage and resolve complex customer inquiries and technical issues, utilizing strong problem-solving skills and clear, concise communication across various channels
• Demonstrate expertise in de-escalating difficult customer situations, resolving conflict, and providing timely, customer-focused solutions
• Proactively identify and troubleshoot software bugs, connectivity issues, data discrepancies, and billing errors
• Perform root cause analysis and document findings to prevent recurring issues and improve software quality
• Manage and resolve major incidents, including coordinating with technical teams, communicating with clients, and documenting root cause analysis
• Reconcile billing and financial data, investigate discrepancies, and ensure data accuracy
• Guide clients on how to configure the system to comply with industry regulations and best practices
• Build and maintain strong relationships with key client stakeholders, acting as a trusted advisor and advocate
• Collaborate effectively with internal teams (e.g., development, product management) to address client needs and feedback
• Contribute to the development of knowledge base articles, training materials, and other resources to improve client support efficiency

Preferred Qualifications

• Experience with Mobile Field Management (MFM), Work Order & Asset Management (WAMS), and Customer Engagement Portals
• A certificate or training in computer science, information technology, or a related field
• A certificate or training in finance, accounting, or a related field
• Knowledge of Reporting & Business Intelligence platforms
• The ability to work under pressure while managing multiple priorities
• Excellent communication skills, with a talent for presenting complex concepts clearly
• A passion for learning and staying ahead of the curve in a rapidly changing industry
• Strong interpersonal skills, with the ability to build relationships and collaborate with clients, senior management, and team members
• A sharp, analytical mind, capable of solving complex problems quickly and efficiently

Benefits

• Remote-first and autonomous working environment with flexible working hours
• Competitive compensation package
• Macbook + $500 towards your home office setup
• Health, dental, vision, and life insurance
• Generous PTO, ½ day Summer Fridays, and flexible sick days
• RRSP (Canada) and 401k (US) matching program
• Professional development courses, $2,500 annual tuition assistance, and a book bounty program
• Annual company events (SpryPalooza!) and team offsites