Remote Support Specialist

Summary

Join our award-winning Support team as a bilingual English/Spanish Support Specialist, working remotely in Mexico. You will be responsible for providing phone and email support to customers, troubleshooting issues, and exceeding customer expectations.

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, and 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, which drives you to take big steps toward finding a solution for each of them
• 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)
• Execute Extraordinary Effortless Experiences Every day (“The 5Es”) through 1:1 customer support interactions
• 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

Benefits

Comprehensive Health and Wellness Benefits - Including stock options for every full-time employee, comprehensive medical benefits dependent on your region, and more