Technical Support Specialist I

Summary

Join SpryPoint as a Technical Support Specialist I and become the first point of contact for clients needing application assistance. Troubleshoot technical issues, document solutions, and collaborate with clients and internal teams to ensure smooth support. This role requires strong analytical and problem-solving skills, excellent communication, and experience with help desk or ticketing systems. The ideal candidate will possess a Bachelor’s degree in a related field or equivalent experience and a strong understanding of relational databases and APIs. SpryPoint offers a remote-first work environment with flexible hours, competitive compensation, and comprehensive benefits including health insurance, retirement plans, and professional development opportunities. The company is committed to fostering a collaborative and supportive work environment.

Requirements

• 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
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• 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

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

Preferred Qualifications

• Experience in finance, accounting, or related fields is a plus
• Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) is a plus
• Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus

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 and team offsites