Support Specialist

Summary

Join our award-winning Support team as a Support Specialist (Remote) and help customers find solutions to their issues with FreshBooks, a leading cloud-based SaaS accounting software platform.

Requirements

• 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 the skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform

Responsibilities

• Go to great lengths to help customers find solutions!
• Execute Extraordinary Effortless Experiences Everyday (5Es), so every customer leaves feeling valued and taken care of
• Provide 5E service through our various support channels (Phones, Emails, Social, & Chat)
• Phone support: 70% of schedule*
• Email and other channel support: 25% of schedule*
• Other duties: 5% of schedule*

Benefits

• Comprehensive health and wellness benefits
• Retirement savings program or pension plan 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
• Fertility and gender-affirming benefits dependent on your region