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Support Specialist - (Remote, Americas - Pst/Mst)
Company | FreshBooks |
Address | Calgary, Alberta, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-06-01 |
Posted at | 1 year ago |
About FreshBooks
- Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform
- Understand the main features of our application and keep up to date with product changes and enhancements
- Provide 4E service through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues.
- Go to great lengths to help customers find solutions. Some of our most common customer inquiries are: how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues.
- Work collaboratively with our third-party integration partners
- Other duties: 5% of schedule* (*Subject to variance due to seasonal load. Not inclusive of scheduled breaks.)
- Email and other channel support: 25% of schedule*
- Execute Extraordinary Experiences Everyday (4E), so every customer leaves feeling valued and taken care of.
- Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
- Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
- Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
- Meet and exceed performance and quality metrics as defined in skills matrix
- Phone support: 70% of schedule*
- Maintain the integrity of Support’s best practices
- Endurance & Resilience: you will energetically engage with ~25 customers daily, each with their own needs and feelings – and you can do it all with a smile!
- Empathy: you care about other humans and are able to put yourself into the shoes of the owners who use FreshBooks, which drives you to take big steps towards finding a solution for each one of our users.
- Problem Solving skills: you use your expert troubleshooting abilities to get to the bottom of issues. You are resourceful, curious and are okay living in the grey zone while you work to solve problems.
- Excellent Communication: you are able to craft messages that are accurate, clear and concise. We don’t follow scripts here so you will lean on your expert communication skills to connect with customers and deliver extraordinary experiences. Phones are a big part of this role so you should enjoy communication on the phone.
- Internet Expertise: you know the interwebs and its many applications. Don’t worry – we will train you on the nitty gritty.
- Love for Learning: you don’t need to be an Accountant, we will train you on what you need to know, but you enjoy learning new things and are ok with diving into the unknown.
- Router with wired connection (ethernet)
- Internet speed: Minimum download speed of 12 MB and upload speed of 10 MB
- Stable Internet service provider (ISP)
- 🤗 Supportive Peer Group, Mentors, and Leaders - We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
- 🩺 Comprehensive Health and Wellness Benefits - Including retirement savings programs matched to your local office, stock options for every full time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits dependent on your region, and more.
- 📚 Perks that Matter - Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
- 🚀 Accelerated growth - 3 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.
- 🌱 Working Environments to Help You Thrive - Beautiful office spaces welcome you in Canada and Mexico, and remote FreshBookers receive a home office credit to set up your home office.
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