Customer Support Specialist – Utility Billing… at FUNDVIEW · TX

Summary: FUNDVIEW is a modern ERP platform designed for local governments, and they are seeking a detail-oriented Customer Support Specialist to support Utility Billing operations. In this role, you will assist municipal clients with billing issues, customer accounts, and ensure accurate utility billing through their B2B SaaS platform. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Utility Billing operations, Utility Billing concepts, Municipal billing systems, B2B SaaS customer support, Zendesk, Microsoft Dynamics 365, Software implementation support, Data conversion, End-user training, Customer-first mindset