About the Role
Title: Support Specialist
(Remote, Americas – PST/MST)
Location: Edmonton, AB, Canada
JobDescription:
About FreshBooks
FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and we know that different folks thrive in different working environments: Remote, onsite, and everything in between, you’ll find it with us.
The Opportunity – Support Specialist
You will be joining our award-winning Support team of 90+ incredible and motivated individuals whose passion it is to dig deep into issues and exceed the expectations of our customers. We go above and beyond to deliver the best possible customer experience every time.
You will be working a position that is primarily phone-support focused. You will be working remotely in one of our full time shifts from 9 – 5 pm PST. The shifts options we have available are Wed – Sun, Thurs – Mon or Sat – Wed.
For the first few months, you will be training between Mon – Fri, 9 – 5 pm EST, then you will gradually transition to your assigned schedule.
What You’ll Do as a Support Specialist
- 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.
- Execute Extraordinary Experiences Everyday (4E), so every customer leaves feeling valued and taken care of.
- 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.
- Phone support: 70% of schedule*
- Email and other channel support: 25% of schedule*
- Other duties: 5% of schedule*
(*Subject to variance due to seasonal load. Not inclusive of scheduled breaks.)
- Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
- Understand the main features of our application and keep up to date with product changes and enhancements
- Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
- Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
- Work collaboratively with our third-party integration partners
- Maintain the integrity of Support’s best practices
- Meet and exceed performance and quality metrics as defined in skills matrix
- Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform
What You’ll Bring to the Role
- 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.
- 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.
- 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!
- 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.