Customer Support Analyst

Springbrook Software, Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Springbrook Software, a leader in cloud-based ERP solutions, is seeking a Customer Support Analyst to ensure high customer satisfaction. In this role, you'll assist customers with software usage, manage queries, and troubleshoot issues. The ideal candidate will possess strong customer service skills and SaaS knowledge and work independently to support clients effectively. Join us to contribute to a dynamic and collaborative team dedicated to excellent service.

Benefits

Competitive salaries

Excellent benefits

Collaboration and healthy work-life balance

Qualifications

• 2 years experience as a Support Analyst or in a SaaS support role.
• Strong customer service skills and ability to work independently.
• Experience with payroll and general ledger management preferred.

Responsibilities

• Respond to customer queries via phone or email.
• Use ticketing system to track client issues.
• Analyze and report product malfunctions.

Skills

Customer service

Problem-solving

Communication

Independence

SaaS knowledge

Database understanding

Tools

SalesForce

Job description

Why Springbrook:

Springbrook Software is the leader in cloud-based ERP and payments software for local municipal governments and special districts. For over 30 years, Springbrook has set the industry standard for how small and medium sized municipalities and utility districts operate with high efficiency, economy, and security. More than 1,000 cities, towns, and districts from coast to coast use our suite of modern, high-performance solutions to manage their finances, payroll, utility billing, human resources, online payments, tax collection, and asset management. We believe in a citizen-centric government that empowers its community with financial transparency, efficiency, and a seamless payment experience.

We offer employees a culture that emphasizes performance, productivity, and collaboration. You will be empowered and engaged working with like-minded individuals who are driven and passionate about contributing to a market-leading software organization with proven technology.

While we are busy changing the world, we also strongly believe in having fun and excitement at work as well as encourage a collaborative and healthy work-life balance. We also offer competitive salaries and excellent benefits.

If you are motivated by the idea of delivering on the promise of solving for a new era of more efficient, open, and innovative governance, then we'd love to hear from you.

Where You Fit:

The Customer Support Analyst (CSA) works to achieve a high level of customer satisfaction and loyalty by working as a team to support customers. As a CSA, you will work with customers to assist them in correctly processing and correcting any program or processing issues they've had with payroll, payables, utility billing, customer payments, bank reconciliations, treasurer reports, financial reports, and annual reports. You will also assist customers installing programs and troubleshooting connection and printing issues.

Through your efforts, the customer will learn how to better use our software to do their jobs more efficiently and effectively. The CSA also plays a key role as the link between Springbrook customers and internal resources by providing technical and training support and analyzing and reporting on product requests (enhancements, customizations, etc) and bugs. While the CSA works as part of a larger team, they also have a focused product area to which they will become subject experts and will need to exercise independent judgement.

Springbrook prides itself on achieving the highest level of customer satisfaction with our product and services. Because this role is the view of customers of Springbrook, it is key that the CSA be thorough and professional. Ultimately, you will help cement our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

This position is available for remote work and will be required to work standard Pacific/West Coast hours, Mon - Fri.

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone or email, adhering to Springbrook policies and best practices.
• Uses Springbrook ticketing system to create, track, and/or update details on the specifics of client issue(s).
• Enter pertinent case data into the CRMs (Salesforce) to track client issues.
• Analyze and report product malfunctions.
• Determine the urgency of issues for each client case needing engineering resolution and collaborate with the engineering team, when needed, to prioritize the Engineering Escalation list.
• Become an expert on Springbrook's products and services through training and self-study.
• Analyze issues and test results to ensure that software performs as designed.
• Update our internal databases with information about technical issues, internal process documentation knowledge base articles, and useful discussions with customers.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities in the course of resolving customer queries.
• Collaborate with engineering and follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales, and Engineering teams.
• Assist in training customers as well as internal resources on our products, new functions, features and educate on Engineering releases.
• Maintain general awareness of Springbrook security and privacy policies
• Report any security incident or suspected security incident to the Springbrook Incident Response Team

Required Qualifications

• Two (2) years' experience as a Support Analyst or a SaaS support role.
• Prior experience with payroll, general ledger management, accounts payable and/or bank reconciliation experience is greatly desired.
• Strong customer service skills with the ability to work independently or with minimal supervision
• Ability to prioritize, re-prioritize (as needed), manage multiple cases, and work under pressure.
• Ability to quickly evaluate information and independently make decisions based on that available information.
• Excellent communication and interpersonal skills
• Ability to troubleshoot, analyze abstract problems, and find solutions.
• Professional and patient when handling difficult cases
• Knowledge and understanding of database structures
• Must work independently and exercise discretionary decision making
• Experience working with SaaS products.
• Experience with SalesForce or equivalent CRM.

• Prior experience working in a municipal/local government, water billing, or electric billing agency.

Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered)

Springbrook Software is an Equal Opportunity Employer. Springbrook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.