Support Specialist

Summary

Join FreshBooks' award-winning Support team as a remote Support Specialist in Nova Scotia! This full-time role focuses primarily on phone support, assisting small business owners with FreshBooks software. You will troubleshoot issues, provide exceptional customer service, and collaborate with internal and external teams. The position requires excellent communication, problem-solving, and empathy skills. Training is provided, and flexible schedules are available, including weekend options. FreshBooks offers a supportive and collaborative work environment with comprehensive benefits.

Requirements

• 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 can 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 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 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
• A quiet work environment where you can focus
• Stable Internet service provider (ISP)
• Router with wired connection (ethernet)
• Internet speed: Minimum download speed of 12 MB and upload speed of 10 MB
• Phone support: speaking directly with customers for 70%+ of the schedule
• Able to sit for extended periods and use a computer screen for at least 8 hours

Responsibilities

• Go to great lengths to help customers find solutions!
• Execute Extraordinary Effortless Experiences Every day (5Es), so every customer leaves feeling valued and taken care of
• Provide 5E 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*
• 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

Benefits

• Comprehensive health and wellness benefits. Including a 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, and more
• Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster
• Working environments to help You thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi, and those without access to a FreshBooks office receive a home office credit to set up your home office. We are committed to creating supportive and flexible environments to support the best interests of the team, collaboration, and mental wellbeing
• Supportive peer group, mentors, and leaders . We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact
• Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job