About The Position
We are seeking a detail-oriented and customer-focused Customer Support Specialist with hands-on experience supporting Utility Billing operations through software solutions. In this role, you will support our municipal clients as they manage customer accounts, meter readings, billing cycles, payments, adjustments, and service-related workflows using our B2B SaaS platform. You’ll be a trusted resource for utility clerks and billing staff, helping them troubleshoot billing issues, maintain accurate customer and usage data, and ensure timely and accurate utility billing for residents and businesses. You’ll work directly with customers and our product team to ensure timely resolution of utility billing–related support requests.
Requirements
- Associate degree or equivalent experience in Utility Billing, Accounting, Finance, or a related field (Bachelor’s degree preferred).
- 1–3 years of hands-on experience in Utility Billing operations using a municipal, government, or enterprise billing system.
- Working knowledge of utility billing concepts such as rate structures, meter readings, usage calculations, billing cycles, adjustments, payments, and customer account management.
- Strong analytical, communication, and troubleshooting skills.
- Ability to translate technical and operational concepts into clear, user-friendly guidance.
- Customer-first mindset with experience supporting external users or clients.
Nice To Haves
- Experience in B2B SaaS customer support roles
- Public sector or local government utility billing experience.
- Familiarity with ticketing systems (e.g., Zendesk, Microsoft Dynamics 365).
- Exposure to software implementation support, data conversion, or end-user training related to utility systems.
Responsibilities
- Provide frontline support to municipal customers using Utility Billing features within our software via phone, email, and internal ticketing systems.
- Troubleshoot utility billing–related issues including customer accounts, meter reads, usage calculations, billing cycles, rate structures, adjustments, credits, fees, and payment application.
- Assist customers with common utility workflows such as move-ins/move-outs, final bills, delinquency processing, shutoffs, and service reconnections.
- Educate users on product functionality, billing best practices, and system updates related to utility operations.
- Collaborate with Product, Delivery, and QA teams to escalate and track complex billing issues and enhancement requests.
- Maintain detailed case documentation and contribute to knowledge base articles, FAQs, and support training materials.
- Assist with onboarding and user training for new customers focused on Utility Billing setup and workflows.
- Stay current on public-sector utility billing practices, compliance considerations, and customer service standards.
- Identify recurring support trends and provide insights that help improve product functionality and customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
