Customer Support Advisor (EST)

The Company 2025 Deloitte Technology Fast 50 Canada Recipient & Fast 500 North America Recipient 🏆 SpryPoint is modernizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only truly cloud-native customer service and operations platform purpose-built for modern utilities. Founded by industry veterans in 2011, we've grown from a profitable startup to a rapidly scaling company of 300+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers. Utilities face urgent demand to replace inefficient legacy systems while managing increasing operational complexity, and evolving customer expectations. With more than a decade of experience, and a track record of successful implementations spanning water, electric, and gas utilities, SpryPoint has built a reputation as a trusted and mission-critical partner to utilities across North America. We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success. Backed by strategic investment from Norwest Venture Partners since 2023, and an exciting new investment partnership from Insight Partners announced in 2026, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence. Join our award-winning team in transforming an essential industry that powers communities across the Americas. 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 operates primarily in the Eastern Time Zone (EST) to support our client base and 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. Our Hiring Process! We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here’s a peek into our hiring process for this position, so you know exactly what to expect: 👋 Stage 1: 30-minutes Recruiter Interview We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have. 🧑‍💻 Stage 2: Take Home Assignment The test has a 3-day deadline and focuses on assessing your skills in key areas related to the role. We’re more interested in your problem-solving approach than perfection 👥 Stage 3: 1-hour Final Interview If the assignment goes well, you'll move on to the final interview. You'll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we'll discuss the assignment together. We’re interested not just in your final solution, but also in your thought process and how you got there. 🚀 Stage 4: References/Offer We'll check your references to confirm all the great things we've learned about you. If all goes well, we’ll be thrilled to extend an offer and welcome you to the team! 💫 Expect More From Your Career at SpryPoint 🚀 Work your way - Remote-first environment, flexible working hours across North America, and hub offices in Charlottetown & Atlanta 💰 Competitive Total Rewards - Comprehensive compensation package that grows with you 💻 Complete Setup - MacBook + $800 to create your ideal home workspace 🏥 Total Wellness - Health, dental, vision, and life insurance from day one 🏝️ Recharge Time - Generous PTO and unlimited sick days 📈 Future Security - RRSP (Canada) and 401k (US) matching programs 🧠 Continuous Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program 🧳 Team Connection - Annual company events and team offsites that bring us together AI Disclaimer: 🔗 [LINK] We use an AI notetaker (Metaview) during interviews so we can give you our full attention. Please opt-in via this quick consent form. It's optional - if you'd prefer not to be recorded, just skip this step. Accommodations Need accommoda tions during our interview process? Let us know and we'll work with you to provide the necessary support. Equal Opportunity & Inclusion SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws. Professional Identity Verification To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as a part of our SOC 2 compliance procedures.