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

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
Experience in finance, accounting, or related fields is a plus
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Basic knowledge of web technologies (HTML, APIs, SQL, or cloud-based applications) is a plus
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

Remote-first environment, flexible working hours across North America, and hub offices in Charlottetown & Atlanta
Comprehensive compensation package that grows with you
MacBook + $800 to create your ideal home workspace
Health, dental, vision, and life insurance from day one
Generous PTO 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

Customer Support Specialist

Key skills