THE COMPANY
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, 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.
JOB DUTIES & RESPONSIBILITIES
As a Customer Success Analyst at SpryPoint, your primary goal is to exceed our customers’ expectations for world-class support, while efficiently and intelligently resolving customer support requests. You must have a positive attitude as well as excellent written and verbal communication skills. You will have opportunities to contribute and improve on internal business processes for support-related customer communication, queue management, prioritization, and assignment.
The successful candidate will spend a majority of their time working directly with our clients throughout North America. As a member of the Customer Success team, you will nurture relationships with clients to ensure a high level of satisfaction. Your responsibilities will focus on resolving client inquiries in a timely manner as well as:
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Serve as lead resource as customers are transitioned from implementation projects to active production workflows
- Facilitate regular process and case reviews to identify opportunities for efficiencies and improvements in business processes
- Identify opportunities to grow business with existing clients
Continuously improve documentation, support engagement, and customer enablement.
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TECHNICAL SKILLS
This position requires the following technical skills:
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Ability to research and troubleshoot software and technical issues
- Experience working with Help Desk, Ticketing, or CRM Software
- Thorough understanding of modern web application support methodologies
- Understanding of modern development methodology including Software Development Lifecycle and Agile
- Understanding of cloud native deployment methodologies e.g Amazon Web Services
- Background in reporting software such as Crystal Reports and SQL Reporting Services would be beneficial but not essential
- Basic Understanding of Structured Query Language (SQL) would be beneficial but not essential
COMPETENCIES and QUALITIES
- Ability to be resourceful in issue investigation and analysis
- Enthusiastic approach to learning new skills and openness to change
- Effective prioritization and management of multiple customers, projects, and tasks in a high-pressure environment
- Strong written and verbal communication skills as well as the ability to listen, document, analyze, and action customer concerns
- Strong analytical problem solving skills with an emphasis on making decisions quickly and effectively
- Ability to coordinate solutions by interpreting customer requests and problems
- Proven ability to present information clearly and concisely
- Proven interpersonal skills, the ability to build and strengthen relationships, and foster cooperation with numerous stakeholders including management, clients, and coworkers
- Ability to relate complex technical concepts to everyday users
- Initiative to develop strong industry knowledge. Experience with utility software systems is preferred. Understanding of utility industries - electric, water, wastewater, gas, telecommunications, and sanitation is beneficial
- Understanding of basic accounting concepts would be beneficial
- Available to work Pacific Standard Time hours
WHY YOU WANT TO WORK AT SPRYPOINT
- Remote-first and autonomous working environment
- Competitive Salary
- $500 Home office setup (in addition to Macbook, keyboard, and mouse)
- Health, dental, vision, and life insurance
- Professional development courses + $2,500 tuition assistance annually
- Book bounty program, get reimbursed $100 for each book read and reviewed
- Summer Fridays, take ½ day Fridays in the summer
- Employee referral program, $2,000 per new FTE hired
- Snacks and drinks () in our HQ on Prince Edward Island
- Annual company/team offsites
- Dress for your day - wear what works for you at work
Occasional travel to customer sites and user conferences across North America may be required. After hours on-call work may be required. The successful candidate must be able to travel throughout North America with no legal or immigration-related restrictions.
