Customer Support Specialist – Utility Billing, Public Sector SaaS

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Customer Support Specialist providing support for utility billing operations using SaaS platforms. Focus on assisting municipal clients with billing cycles and troubleshooting customer accounts.

Posted 6/11/2026full-timeTexas • 🇺🇸 United StatesJunior💰 $50,000 - $68,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Associate degree or equivalent experience in Utility Billing, Accounting, Finance, or 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.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Utility BillingAccountingFinancemeter readingsusage calculationsbilling cyclesadjustmentspaymentscustomer account managementtroubleshooting

Soft Skills

analytical skillscommunication skillstroubleshooting skillscustomer-first mindsetcollaborationuser trainingeducational skillsinsight generation

Certifications

Associate degreeBachelor’s degree (preferred)