Customer Support Specialist Job at SpryPoint (Toronto)

Customer Support Specialist

SpryPoint

Location:
Canada , Toronto ▼
Alberta
British Columbia
Halifax
Manitoba
Nova Scotia
Nunavut
Saskatchewan
Vancouver
New Brunswick
Newfoundland & Labrador
Prince Edward Island
Charlottetown

Category:
IT - Administration

Contract Type:
Not provided

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 seeking assistance with SpryPoint’s applications. You’ll troubleshoot issues, document solutions, and collaborate closely with both clients and internal teams to ensure a seamless support experience. This role operates primarily in the Eastern Time Zone (EST) to support our client base and requires up to 50% travel across North America.

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
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 understanding of relational databases and SQL
Strong understanding of Application Programming Interfaces (API) and the real world application
Knowledge of Reporting & Business Intelligence platforms
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
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:

Familiarity with utility billing practices, rate structures, and regulatory requirements
Experience in finance, accounting, or related fields
Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications)

What we offer:

Remote-first environment with flexible working hours across North America
Competitive Total Rewards - Comprehensive compensation package that grows with you
Complete Setup - MacBook + $500 to create your ideal home workspace
Total Wellness - Health, dental, vision, and life insurance from day one
Recharge Time - Generous PTO, Summer Friday half-days, and unlimited sick days
Future Security - RRSP (Canada) and 401k (US) matching programs
Continuous Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program
Team Connection - Annual company events and team offsites that bring us together

Additional Information:

Job Posted:
February 14, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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