FreshBooks is hiring a
Support Specialist

Summary

The job description is for a Support Specialist position at FreshBooks, a cloud-based accounting software company. The role involves providing phone and email support to customers about the company's web and mobile applications using Zendesk. The candidate should have at least 1 year of customer service experience, good communication skills, empathy, endurance, resilience, technical aptitude, and a love for learning. The position is remote and based in Mexico.

Requirements

• Previous Experience: 1+ year of customer service experience
• Problem Solving skills: Expert troubleshooting abilities, resourcefulness, and curiosity
• Written & Verbal Communication Skills: Fluent English speaker, able to craft messages that are accurate, clear and concise
• Empathy: you care about other humans and can put yourself into the shoes of the owners who use FreshBooks
• Endurance & Resilience: Able to energetically engage with ~20 customers daily, each with their own needs and feelings
• Technical Aptitude: Know the internet, and its many applications and can learn new systems quickly (with provided training)
• 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

Responsibilities

• Respond, troubleshoot and solve inbound customer support inquiries about our web and mobile applications using our ticket-based system (Zendesk)
• Provide 5E service to help support our customers through our various support channels (Phone, Email, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues

Preferred Qualifications

Bilingual English/Spanish

Benefits

• Comprehensive Health and Wellness Benefits, including stock options for every full-time employee, comprehensive medical benefits dependent on your region
• Perks that Matter, including a Peer Recognition Program, meaningful in-person gatherings to bring onsite and remote employees together
• Supportive Peer Group, Mentors, and Leaders
• Accelerated growth, including 3-week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process