Enterprise Support Analyst

Why Springbrook:

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.

With its cutting-edge, cloud-native Cirrus ERP platform and integrated advanced tools like AI-powered automation and robust reporting, Springbrook is transforming how governments manage their operations.

Headquartered in American Fork, UT, Springbrook is committed to driving efficiency, transparency, and innovation in public sector finance. With backing from tier 1 PE firms including Five Arrows and Accel KKR, the business is well positioned for continued innovation and scale.

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

Where You Fit:

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 focusing 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.

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.

Interested in remote work opportunities in Marketing & Sale? Discover Marketing & Sale Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

• Travel occasionally to provide on-site support for client training and select projects.
• 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.
• Maintain general awareness of Springbrook security and privacy policies
• Report any security incident or suspected security incident to the Springbrook Incident Response Team

Required 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.

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• 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)

Springbrook Software is an Equal Opportunity Employer. Springbrook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need..