[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 technology solutions. As a Support Specialist, you will provide exceptional customer service through phone and email support, helping clients resolve their issues and ensuring a positive experience with the FreshBooks platform.

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
• Candidates with a flexible schedule will be prioritized

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