[Remote] Support Specialist

Note: The job is a remote job and is open to candidates in USA. FreshBooks is a company dedicated to supporting small business owners with innovative financial tools. The Support Specialist role involves providing exceptional customer service through phone and email support, ensuring that clients receive effective solutions to their challenges.

Responsibilities

• Go to great (perhaps extraordinary!) lengths when answering phone calls and email tickets to help customers find solutions to whatever problem they face (or could face in the future)
• Keep customers at the core of everything you do and create exceptional experiences that leave every customer feeling supported and appreciated

Skills

• Fantastic Communication Skills: as a Support Specialist you will interact with our customers more frequently than anyone else, so it's critical that your messages are accurate, clear and concise
• Enjoy communication over the phone
• Passion & Empathy: You put yourself in the shoes of the entrepreneurs and business owners who use FreshBooks, and this drives you to take big steps towards finding a solution for each one of our users
• Endurance & Resiliency: every day, you will energetically engage with ~20 customers, you will be able to adapt to each of their own needs and feelings with a positive attitude
• Ambition: You are truly passionate about finding ways to improve our users' experiences, and you'll work hard to maintain and grow their knowledge of our product in order to always deliver
• Problem Solving Skills: every question has an answer, and you will either find it or create it! 'No' is not part of the FreshBooks vernacular
• Internet Savvyness: you know the interwebs and its many applications

Benefits

• Comprehensive health and wellness benefits
• Generous time off including a flexible vacation plan
• A retirement savings program or pension plan matched to your local office
• Stock options for every full-time employee
• Parental leave and new parent support
• Annual healthy living credit
• Comprehensive medical and dental benefits
• Fertility and gender-affirming benefits dependent on your region
• Peer Recognition Program
• Employee Assistance Program
• Headphone credit
• Meaningful in-person gatherings to bring onsite and remote employees together
• Home office credit to set up your home office
• Supportive peer group, mentors, and leaders
• Comprehensive company onboarding
• Career development through continuous coaching, training, and learning on the job

Company Overview