Customer Support Specialist

This is a fully remote position, open to applicants in Washington.

📋 Description

• Deliver first-level assistance to clients through e-mail, client portal, and phone/Zoom.

• Diagnose and resolve technical problems associated with SpryPoint applications.

• During bug troubleshooting, identify expected outcomes and provide replication steps for the development team to investigate further.

• Record client interactions, issues, and resolutions in the support ticketing system.

• Refer complicated issues to senior team members when required.

• Work collaboratively with cross-functional teams to enhance support processes and product quality.

• Monitor system performance and proactively detect potential issues.

• Keep abreast of product updates, changes, and best practices.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent professional experience).

• Background in finance, accounting, or related areas is an advantage.

• Strong analytical and problem-solving capabilities.

• Exceptional verbal and written communication skills.

• Basic understanding of web technologies (HTML, APIs, SQL, or cloud-based applications) is beneficial.

• Ability to thrive in a fast-paced environment while managing multiple tasks.

• Customer service-oriented mindset with a proactive approach to problem resolution.

• Familiarity with help desk or ticketing systems (e.g., Zendesk, Jira, Freshdesk).

• Exposure to SaaS applications and cloud technologies.

• Knowledge of ITIL processes and best practices.

🏝️ Benefits

• Remote-first environment with flexible working hours throughout North America, along with hub offices in Charlottetown & Atlanta.

• Comprehensive compensation package that evolves with your career.

• MacBook plus $800 to help you create your ideal home workspace.

• Health, dental, vision, and life insurance available from day one.

• Generous PTO and unlimited sick leave.

• RRSP (Canada) and 401k (US) matching programs.

• $2,500 annual development fund, tuition assistance, and Book Bounty program.

• Annual company events and team offsites to foster team cohesion.