Springbrook Software · 8 hours ago
Customer Support Analyst (Utility Billing)
United States
Full-time
Remote
Entry, Mid Level
2+ years expSpringbrook Software is a leader in cloud-based ERP and payments software for local municipal governments and special districts. The Support Analyst role focuses on achieving high customer satisfaction by resolving customer issues, providing training, and acting as a liaison between customers and internal resources.
GovernmentInformation TechnologySoftware
No H1B
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
Qualification
Required
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
Preferred
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
Benefits
Competitive salaries
Excellent benefits
Company
Springbrook Software
Springbrook Software provides comprehensive, fully integrated fund accounting and utility billing enterprise software solutions to local
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-01-07Undisclosed
2020-01-07Acquired
2019-01-01Series Unknown
Leadership Team
Chris Dinkler
Chief Executive Officer
Ken Hoffmann
Chief Product Officer
Recent News
Government Technology US
2025-12-03
Company data provided by crunchbase