[Hiring] Customer Support Analyst @Springbrook Holding Company LLC

Role Description

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.

This role is fully remote, with occasional travel required to provide on-site support for client training and select projects.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone or email, adhering to Springbrook policies and best practices.
• Travel occasionally to provide on-site support for client training and select projects.
• Use 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 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.
• Maintain general awareness of Springbrook security and privacy policies.
• Report any security incident or suspected security incident to the Springbrook Incident Response Team.

Qualifications

• Two (2) years' experience as a Support Analyst or a SaaS support role.
• Bachelor's degree in computer science or relevant field or an additional two (2) years' of relevant Support Analyst or 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.
• Experience with SalesForce or equivalent CRM.

Desired Qualifications

• Consideration given to candidates with prior experience working in a municipal/local government.
• Prior experience with Property Tax/Assessment software.
• Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered).

Company Description

Springbrook Software produces an enterprise-class financial ERP platform for local government agencies. As an industry leader, Springbrook empowers over 3,000 municipalities, towns, and districts across the U.S. and internationally to streamline financial management, utility billing, payroll, human resources, budgeting, and citizen engagement.

Headquartered in American Fork, UT, Springbrook is committed to driving efficiency, transparency, and innovation in public sector finance.

We foster a culture focused on performance, collaboration, and balance—empowering employees to do meaningful work while enjoying flexibility, competitive compensation, and excellent benefits.