Customer Support Specialist I (12-month Contract)

📋 Description

• • Join SpryPoint, a recognized leader in modernizing the utility industry, as a Customer Support Specialist I on a 12-month contract.
• • SpryPoint is a high-growth software company, distinguished as a 2025 Deloitte Technology Fast 50 Canada Recipient and a Fast 500 North America Recipient, dedicated to revolutionizing how utilities serve their communities.
• • We are the creators of the first and only truly cloud-native customer service and operations platform, meticulously designed for the unique demands of modern utilities.
• • Founded in 2011 by seasoned industry veterans, SpryPoint has evolved from a profitable startup into a rapidly scaling organization with over 300 dedicated employees.
• • We proudly serve more than 100 utility clients spanning North America and the Caribbean, empowering them with advanced technology solutions.
• • Our core mission is to ensure utility leaders receive superior technology solutions that exceed the capabilities of outdated legacy systems.
• • We understand the critical need for utilities to replace inefficient legacy systems while simultaneously managing increasing operational complexity and evolving customer expectations.
• • With over a decade of experience and a proven track record of successful implementations, SpryPoint is a trusted and mission-critical partner for utilities in the water, electric, and gas sectors.
• • Our comprehensive suite of solutions, including SpryCIS, SpryEngage, SpryMobile, and SpryWallet, is engineered to modernize the entire meter-to-cash process.
• • What truly sets SpryPoint apart is our 'updates, not upgrades' philosophy, our commitment to user-centric design, and our unwavering dedication to customer success.
• • We are backed by significant strategic investments, including Norwest Venture Partners since 2023 and a new partnership with Insight Partners announced in 2026, fueling our accelerated growth.
• • We remain steadfast in our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence.
• • As a Customer Support Specialist I, you will be the primary point of contact for our valued clients, providing essential assistance with SpryPoint s innovative applications.
• • Your role will involve meticulously troubleshooting client issues, developing and documenting effective solutions, and fostering close collaboration with both clients and our internal technical teams.
• • The ultimate goal is to ensure a seamless and positive support experience for every SpryPoint client.
• • This position is ideal for individuals who are inherently curious, possess strong technical aptitude, and derive satisfaction from problem-solving.
• • It presents an excellent opportunity to cultivate and enhance your technical and customer-facing skills within a dynamic and fast-paced SaaS environment.
• • The role operates primarily within the Eastern Time Zone (EST) to effectively support our diverse client base across North America.
• • This position requires a commitment to up to 50% travel across North America to engage with clients and provide on-site support as needed.
• • You will be instrumental in maintaining high levels of client satisfaction by resolving technical issues efficiently and effectively.
• • Responsibilities include responding to client inquiries via various channels (phone, email, ticketing system), diagnosing software problems, and guiding users through step-by-step solutions.
• • You will contribute to our knowledge base by documenting common issues, resolutions, and best practices.
• • Collaboration with the Product and Engineering teams will be key to escalating complex issues and providing feedback for product improvements.
• • A proactive approach to identifying potential client challenges and offering preventative solutions is highly valued.
• • This role offers a unique chance to gain deep insights into the utility software industry and contribute to the success of essential community services.
• • You will be a vital part of a supportive and collaborative team environment, working towards shared goals of client success and company growth.
• • The contract duration of 12 months provides a focused period to make a significant impact and gain valuable experience.
• • We are looking for individuals who are eager to learn, adaptable to new technologies, and possess excellent communication skills.
• • Your ability to manage multiple priorities and maintain composure under pressure will be crucial for success in this role.
• • This is more than just a support job; it s an opportunity to be a key player in transforming an essential industry.
• • You will be empowered to take ownership of client issues and drive them to resolution, fostering strong client relationships.
• • The role demands a keen eye for detail and a systematic approach to problem-solving.
• • You will be expected to stay updated on SpryPoint s product offerings and industry best practices.
• • Contributing to a positive and efficient support workflow will be a key aspect of your contribution.
• • This role is perfect for someone looking to build a career in customer success and technical support within the SaaS sector.
• • We value individuals who are proactive, empathetic, and committed to delivering exceptional service.
• • Your efforts will directly contribute to the operational efficiency and customer satisfaction of utility companies across North America.
• • Embrace the challenge of supporting cutting-edge software that powers communities and drives innovation.
• • This is a fantastic opportunity to join an award-winning company and make a tangible difference.
• • We are committed to providing a supportive environment where you can grow your career and develop new skills.
• • Your role as a Customer Support Specialist I is fundamental to SpryPoint s continued success and our clients' ability to serve their communities effectively.
• • We look forward to welcoming a motivated and skilled individual to our team.
• • You will be a crucial link between our clients and our product development, ensuring client needs are understood and addressed.
• • This contract position offers a clear scope and an opportunity to demonstrate your capabilities in a high-impact role.
• • We encourage applications from individuals who are passionate about technology and customer service.
• • Your ability to translate technical information into understandable terms for clients will be a significant asset.
• • The dynamic nature of the utility sector means you will constantly be learning and adapting to new challenges.
• • We believe in empowering our support team to find the best solutions for our clients.
• • This role is an excellent stepping stone for those aspiring to advance within the customer success or technical support fields.
• • Your dedication to resolving issues and ensuring client satisfaction will be highly recognized and valued.
• • We are seeking individuals who can embody SpryPoint s core values in their daily interactions.
• • The opportunity to work with a leading SaaS platform in a critical industry is a unique career advantage.
• • You will be part of a company that is not just growing, but also making a significant positive impact on society.
• • We are excited to find a Customer Support Specialist I who is ready to contribute to our mission and thrive in our collaborative culture.