Senior Support Analyst

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

The Senior Support Analyst is responsible for delivering exceptional technical support to clients resolving complex issues and ensuring data accuracy. This role requires strong problem-solving skills industry expertise and the ability to build trusted client relationships while collaborating with internal teams to drive solutions.

Responsibilities

• Provide timely and effective technical support to clients via phone email and chat addressing software issues billing discrepancies and other inquiries.

• Effectively manage and resolve complex customer inquiries and technical issues utilizing strong problem-solving skills and clear concise communication across various channels.

• Demonstrate expertise in de-escalating difficult customer situations resolving conflict and providing timely customer-focused solutions.

• Proactively identify and troubleshoot software bugs connectivity issues data discrepancies and billing errors.

• Perform root cause analysis and document findings to prevent recurring issues and improve software quality.

• Manage and resolve major incidents including coordinating with technical teams communicating with clients and documenting root cause analysis.

• Reconcile billing and financial data investigate discrepancies and ensure data accuracy.

• Guide clients on how to configure the system to comply with industry regulations and best practices.

• Build and maintain strong relationships with key client stakeholders acting as a trusted advisor and advocate.

• Collaborate effectively with internal teams (e.g. development product management) to address client needs and feedback.

• Contribute to the development of knowledge base articles training materials and other resources to improve client support efficiency.

Qualifications and Competencies

• 3-5 years of experience in a client-facing technical support role within the utility industry preferably using Customer Information Systems (CIS).

• Experience with Mobile Field Management (MFM) Work Order & Asset Management (WAMS) and Customer Engagement Portals is a plus.

• Strong analytical and problem-solving skills with the ability to identify root causes develop solutions and implement them effectively.

• Strong familiarity with utility billing practices rate structures and regulatory requirements.

• Proficient in using help desk ticketing systems and CRM software (e.g. Salesforce Freshdesk Jira).

• Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical audiences.

• A certificate or training in computer science information technology or a related field is a plus.

• A certificate or training in finance accounting or a related field is a plus.

• Ability to work independently and as part of a team in a fast-paced environment.

Technical Skills

• Strong understanding of relational databases and SQL.

• Knowledge of Reporting & Business Intelligence platforms is a plus.

What You'll Bring:

• The ability to work under pressure while managing multiple priorities.

• Excellent communication skills with a talent for presenting complex concepts clearly.

• A passion for learning and staying ahead of the curve in a rapidly changing industry.

• Strong interpersonal skills with the ability to build relationships and collaborate with clients senior management and team members.

• A sharp analytical mind capable of solving complex problems quickly and efficiently.

Our Exciting 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

You’ll present your take-home assignment to our Client Success Team Lead Mark Woodward and possibly another team member. This is your chance to showcase your solution and walk us through your thought process. It’s also a great opportunity to highlight your skills and see how we align as a team.

🚀 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 $2500 annual tuition assistance and a book bounty program

🧳 Annual company events (SpryPalooza!) 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.