Technical Support Specialist I

SpryPoint; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

SpryPoint seeks a Technical Support Specialist I to provide first-level support for our cloud-based applications in the utility sector. This role is pivotal in ensuring client satisfaction through effective troubleshooting and documentation of issues. With opportunities for professional growth and a collaborative work environment, candidates with strong technical skills, analytical capabilities, and a customer service mindset will thrive. This position offers flexible working hours, competitive compensation, and various benefits, emphasizing work-life balance.

Benefits

Competitive compensation package

Macbook + $500 towards home office setup

Health, dental, vision, and life insurance

Generous PTO and flexible sick days

401k matching program

Professional development courses

$2,500 annual tuition assistance

Annual company events and team offsites

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Experience with help desk or ticketing systems is essential.
• Basic knowledge of web technologies is a plus.

Responsibilities

• Provide first-level support to clients via email and phone.
• Troubleshoot and resolve technical issues with applications.
• Monitor system performance and proactively identify issues.

Skills

Understanding of relational databases

Application Programming Interfaces (API)

Ability to research and troubleshoot software issues

Strong analytical skills

Excellent communication skills

Education

Bachelor’s degree in Computer Science

Information Technology or a related field

Tools

Help Desk Software (FreshDesk, Jira)

Job description

The Company

Simply put, SpryPoint provides Smart Solutions for Smart Utilities.

Founded in 2011, SpryPoint is a leading provider of cloud-based solutions for the utility sector. Our team of experts has extensive experience serving utilities across North America, and we are dedicated to helping our clients improve their operations and better serve their customers. Our solutions include advanced billing and customer relationship management tools, as well as powerful analytics and data management capabilities. We are proud to have been recognized by industry experts and our clients alike for the value and innovation we bring to the market.

In February of 2023, SpryPoint received a strategic investment from Norwest, a leading venture and growth equity investment firm. With this investment, SpryPoint will build on its significant business momentum over the past three years, expanding its team and positioning the company to continue increasing market share of its mission-critical, cloud-native solutions for smart utilities.

Position Overview

As a Technical Support Specialist I, you’ll be the first point of contact for clients needing help with SpryPoint’s applications. You’ll troubleshoot issues, document solutions, and work closely with both clients and internal teams to ensure a smooth support experience. If you're curious, tech-savvy, and enjoy problem-solving, this is a great opportunity to grow your skills.

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.

Technical Skills:

• 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

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Experience in finance, accounting, or related fields is a plus.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) is a plus.
• 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.

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!

Why SpryPoint?

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

SpryPoint is an equal-opportunity employer. We do not discriminate, and encourage applications from everyone regardless of race, religion, colour, 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 local, state, or federal laws.

If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation.

Please note that to maintain our SOC 2 compliance, we ask all candidates to complete background check and identity verification as a final step in our interview process.