Customer Support Specialist - Utility Billing (Public Sector SaaS)

About Us  

FUNDVIEW is a modern, cloud-based ERP platform built specifically for local governments with populations under 50,000. Hundreds of cities, towns, and counties rely on FUNDVIEW to replace outdated legacy systems and move beyond spreadsheets or generic accounting tools that were not purpose-built for local governments. 

The integrated SaaS suite includes finance, utility billing, payroll, permitting, code enforcement, municipal court, and citizen services – giving local governments enterprise-grade software capability without added complexity. 

With a mission to make government work easier, FUNDVIEW delivers intuitive software, fast onboarding, and responsive support so local governments can operate more efficiently and serve their communities with confidence. 

About the Role  

We are seeking a detail-oriented and customer-focused  Customer Support Specialist with hands-on experience supporting Utility Billing operations  through software solutions. In this role, you will support our municipal clients as they manage customer accounts, meter readings, billing cycles, payments, adjustments, and service-related workflows using our B2B SaaS platform. 

You'll be a trusted resource for utility clerks and billing staff, helping them troubleshoot billing issues, maintain accurate customer and usage data, and ensure timely and accurate utility billing for residents and businesses. 

You'll work directly with customers and our product team to ensure timely resolution of  utility billing–related  support requests. 

Key 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. 

You'll   Excel in This Role If You… 

• Enjoy helping users succeed with modern ERP/Financial software platforms. 

• Stay calm, patient, and solutions-focused when under pressure. 

• Bring curiosity, initiative, and a continuous improvement mindset - for yourself and the product. 

Why Join Us  

At FUNDVIEW, we're passionate about delivering innovative solutions to help our clients in the public sector achieve their goals. You'll join a growing, highly collaborative team where your work directly impacts customer success and product evolution.