• Provide remote support for end users via phone, email, and remote access tools • Troubleshoot Microsoft environments including Windows Server, Microsoft 365, Windows 11, and Mac OS • Support virtual environments, backup systems, workstations, wireless access points, and related hardware • Monitor and respond to alerts through the remote monitoring and management platform • Assist with onsite installations and deployments including servers, switches, firewalls, and software • Coordinate with vendors to resolve issues involving business applications, printers, copiers, and internet providers • Document support activity, configurations, and client environments in ConnectWise Manage and Hudu • Communicate clearly with clients by providing timely updates and maintaining a high level of customer satisfaction • Escalate issues appropriately while collaborating closely with the Service Coordinator and Service Manager • Participate in after-hours on-call support rotation • Contribute to internal documentation, procedures, and process improvement • Stay current with emerging technologies and industry best practices

• Take pride in your interactions with our customers and develop positive working relationships both externally and internally • Provide technical and user support to our clients; follow the appropriate escalation procedures • Write SQL queries to report and analyze our client databases and to be able to debug issues as required • Write batch scripts to support our software’s background processes and to be able to debug issues as required • Assist with building new client systems utilizing our SaaS solution • Respond to client support issues via email and phone • Utilize a ticketing system to track and fully document all client support communication, escalation and resolutions • Effective and timely communication with customers, co-workers and manager • Demonstrates strong analytical and problem-solving skills working independently and with the team • Initiative and willingness to go the extra mile for our customers and coworkers • Participate in the after-hours support rotation

• Handles Technical Support Calls, chats, emails, and social media requests regarding online classroom access from students. • Assists Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup. • Handles advanced issues related to browser troubleshooting for supported applications. • Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem. • Works with team members and other GCU departments on behalf of the customer to resolve issues. • Consistently meets first contact resolution metrics. • Works alternate shift hours as assigned to handle the call in/ticket requests. • Prepares required documentation related to customer requests and resolution and adheres to proper documentation guidelines. • Determine when to escalate issues to management level for assistance. • Inform management of persistent and recurring issues. • Effortlessly engage with callers, actively listen, analyze, and isolate tech issues. • Comfortably navigate multiple applications to research solutions. • Multitask in systems while patiently providing step-by-step instructions. • Calmly provide conflict resolution. • Navigate frustrated customer situations. • Work independently with discipline in a virtual environment. • Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers. • Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment.

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.