Customer Support Analyst (Utility Billing)

Springbrook Holding Company LLC

About The Position

Springbrook Software is the leader in cloud-based ERP and payments software for local municipal governments and special districts. For over 30 years, Springbrook has set the industry standard for how small and medium sized municipalities and utility districts operate with high efficiency, economy, and security. More than 1,000 cities, towns, and districts from coast to coast use our suite of modern, high- performance solutions to manage their finances, payroll, and utility billing. We believe in a citizen- centric government that empowers its community with financial transparency, efficiency, and a seamless payment experience. We offer employees a culture that emphasizes performance, productivity, and collaboration. You will be empowered and engaged working with like-minded individuals who are driven and passionate about contributing to a market-leading software organization with proven technology. While we are busy changing the world, we also strongly believe in having fun and excitement at work as well as encourage a collaborative and healthy work-life balance. We also offer competitive salaries and excellent benefits. If you are motivated by the idea of delivering on the promise of solving for a new era of more efficient, open, and innovative governance, then we'd love to hear from you. The Support Analyst works to achieve a high level of customer satisfaction and loyalty by independently resolving a wide variety of customer issues through data analysis, functionality support, and consistent and effective communication. They provide training and respond to customer education inquiries in the use, functionality, and understanding of Springbrook Software products. The Support Analyst also plays a key role as the link between Springbrook customers and internal resources, providing technical and training support as well as analyzing and reporting on product requests (enhancements, customizations, etc) and bugs. While the Support Analyst works as part of a larger team, they also have a focused area to which they will be subject experts and will need to exercise independent judgement. Springbrook focuses on achieving the highest level of customer satisfaction with our product and services. Because this role is the view of customers of Springbrook, it is key that the Analyst be thorough and professional. Ultimately, you will help cement our reputation as a company that offers excellent customer support during all sales and after-sales procedures. A candidate willing to work an 8am-5pm (Eastern Time) shift is preferred.

Requirements

Two (2) years' experience as a Support Analyst or a SaaS support role
Bachelor's degree in finance/accounting or relevant field or an additional two (2) years' of relevant experience as a Support Analyst or in a SaaS support role
Strong customer service skills with the ability to work independently or with minimal supervision
Ability to prioritize, re-prioritize (as needed), manage multiple cases, and work under pressure
Ability to quickly evaluate information and independently make decisions based on that available information
Excellent communication and interpersonal skills
Ability to troubleshoot, analyze abstract problems, and find solutions
Professional and patient when handling difficult cases
Knowledge and understanding of database structures
Must work independently and exercise discretionary decision making
Experience working with SaaS products

Nice To Haves

Understanding and experience working with SalesForce
Prior experience working in a municipal/local government, water billing, or electric billing agency
Willing to work 8am-5pm (Eastern Time Zone) shift.

Responsibilities

Respond to customer queries in a timely and accurate way, via phone or email, adhering to Springbrook policies and best practices
Uses Springbrook ticketing system to create, track, and/or update details on the specifics of client issue(s)
Enter pertinent case data into the CRMs (Salesforce) to track client issues
Analyze and report product malfunctions
Determine the urgency of issues for each client case needing engineering resolution and collaborate with the engineering team, when needed, to prioritize the Engineering Escalation list
Become an expert on Springbrook's products and services through training and self-study
Analyze issues and test results to ensure that software performs as designed
Update our internal databases with information about technical issues, internal process documentation knowledge base articles, and useful discussions with customers
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities in the course of resolving customer queries
Collaborate with engineering and follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales, and Engineering teams
Assist in training customers as well as internal resources on our products, new functions, features and educate on Engineering releases