Customer Support Advisor II

SpryPoint-posted 9 months ago

Full-time • Mid Level

Remote • Atlanta, GA

101-250 employees

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As a Technical Support Advisor, you will play a critical role in ensuring the success of our clients by acting as a senior technical resource. You will act as an escalation point for Technical Support Specialists (Tier 1), assisting them in resolving complex challenges. You will be responsible for providing technical guidance, leveraging your deep knowledge of our applications to troubleshoot issues, drive adoption, and build strong, long-lasting relationships.

Escalation & Leadership: Serve as the primary escalation point for Technical Support Specialists, helping to remove roadblocks and troubleshoot advanced technical issues. You will mentor junior team members on decision-making techniques and handling complex client interactions.
Advanced Troubleshooting: Explore logs (beyond basic interfaces) in greater detail to understand specific issues and identify potential code-level problems. You will define workarounds when experiencing roadblocks and resolve issues within Service Level Agreements (SLA).
Process & Product Ownership: Act as a liaison between clients and product development for feature requests and bug fixes, identifying issues that require developer intervention. You will facilitate process reviews to identify opportunities for efficiency and improvements in business processes.
Client Success: Nurture client relationships to ensure a high level of satisfaction and facilitate solutions for client financial processes. You will engage in direct but professional discussions to resolve misunderstandings and manage escalated conflicts.
Documentation & Knowledge: Contribute to and improve internal business processes, troubleshooting guides, and self-service articles.

Utility Industry Experience: Proven experience with utility billing practices, rate structures, and regulatory requirements is required for this role.
Experience: Previous experience in technical support, IT help desk, or a related field, ideally operating at a level where you made routine decisions independently within a defined scope.
Resourcefulness: A track record of using data, previous ticket history, and structured frameworks to make informed choices. You must be able to suggest workarounds and solve complex problems in unfamiliar systems.
Communication: Excellent communication skills with the ability to explain and justify resolutions for client issues. You must be able to listen attentively to clients and maintain a calm tone when facing frustration.
Database Proficiency: Ability to write advanced SQL using JOINS and adding filters in Metabase. You must have a strong understanding of relational databases and the ability to own tickets related to database connectivity.
API & Integration: Strong understanding of Application Programming Interfaces (API), including 3rd party integrations and API methodology. You should be able to troubleshoot system-level or API-related issues.
SaaS Architecture: Understanding of modern deployment methodologies (AWS, Google Cloud, Azure) and common SaaS security principles (OAuth, SSO, MFA, role-based access control).
Log Analysis: Ability to read and interpret server logs to gain a broader understanding of reported issues and explore them in detail to diagnose specifics.

Work your way - 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

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