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Customer Support Specialist I

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SpryPoint

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Location:
Canada , Vancouver

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Customer 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.

Job Responsibility:

  • 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

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • 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

Nice to have:

  • Experience in finance, accounting, or related fields is a plus
  • Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) is a plus
  • Familiarity with utility billing practices, rate structures, and regulatory requirements is a plus
What we offer:
  • Remote-first environment with flexible working hours across North America
  • Comprehensive compensation package that grows with you
  • MacBook + $500 to create your ideal home workspace
  • Health, dental, vision, and life insurance from day one
  • Generous PTO, Summer Friday half-days, and unlimited sick days
  • RRSP (Canada) and 401k (US) matching programs
  • $2,500 annual development fund, tuition assistance, and Book Bounty program
  • Annual company events and team offsites that bring us together

Additional Information:

Job Posted:
January 07, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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