• 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.