Customer Support Specialist – Utility Billing (Public Sector SaaS)
FUNDVIEW is a modern, cloud-based ERP platform built specifically for local governments. They are seeking a detail-oriented Customer Support Specialist to support municipal clients with utility billing operations through their B2B SaaS platform, ensuring accurate billing and assisting with troubleshooting.
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
Skills
- 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
- 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
Benefits
- Full-Time
- Hybrid (Remote and In Person)
Company Overview