Technical Support Advisor

Summary

Join SpryPoint as a Technical Support Advisor and play a critical role in ensuring client success. You will provide technical guidance, leveraging your knowledge of SpryPoint applications to help customers maximize product value and build strong relationships. Responsibilities include serving as a lead resource for clients transitioning to active production, improving documentation and support engagement, troubleshooting software issues, and nurturing client relationships. The ideal candidate possesses 1-2 years of experience in technical support, strong troubleshooting skills, excellent communication, and understanding of SaaS applications. SpryPoint offers a remote-first work environment, competitive compensation, comprehensive benefits, and professional development opportunities.

Requirements

• 1 - 2 years of experience in technical support, IT help desk, 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 Application Programming Interfaces (API) and the real world application
• Knowledge of Reporting & Business Intelligence platforms
• 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

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

Preferred Qualifications

• Experience in the utility industry
• Experience in finance, accounting, or related fields
• Familiarity with utility billing practices, rate structures, and regulatory requirements

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