Support Specialist - Halifax, Canada - FreshBooks

FreshBooks

Verified Company

Halifax, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About FreshBooks:

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow.

We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide.

FreshBookers are found all over the globe, and we know that different folks thrive in different working environments:
Remote, onsite, and everything in between, you'll find it with us.

The Opportunity - Support Specialist:

You will be joining our award-winning Support team of 90+ incredible and motivated individuals whose passion it is to dig deep into issues and exceed the expectations of our customers.

We go above and beyond to deliver the best possible customer experience every time.

You will be working a position that is
primarily phone-support focused. You will be working remotely in one of our full time shifts from pm EST pm AST). The shifts options we have available are
flexible and may cover one or both weekend days.

For the first few months, you will be training between
Monday - Friday and then you will gradually transition to your assigned schedule.

What You'll Do as a Support Specialist

Go to great lengths to help customers find solutions.

Some of our most common customer inquiries are:
how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues.
- _Execute Extraordinary Experiences Everyday _(4E), so every customer leaves feeling valued and taken care of.

Phone support: 70% of schedule
Other duties: 5% of schedule*(*_Subject to variance due to seasonal load. Not inclusive of scheduled breaks.)_
Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
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 thirdparty integration partners
Maintain the integrity of Support's best practices
Meet and exceed performance and quality metrics as defined in skills matrix

What You'll Bring to the Role
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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.
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Excellent Communication: you are able to 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.
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Empathy: you care about other humans and are able to put yourself into the shoes of the owners who use FreshBooks, which drives you to take big steps towards finding a solution for each one of our users.
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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
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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.

Please note, for remote positions it is expected that you have the below
internet specifications (at a minimum) in order to support the systems required for your role:

Stable Internet service provider (ISP)
Router with wired connection (ethernet)
Internet speed: Minimum download speed of 12 MB and upload speed of 10 MB

Our Commitments to You:

At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world.

Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego Here are some of the ways FreshBooks recognises and rewards our employees:

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Comprehensive Health and Wellness Benefits

Including retirement savings programs 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 dependent on your region, and more.

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Perks that Matter

Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful inperson gatherings to bring onsite and remote employees together, and more perks matched to your locale.

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Working Environments to Help You Thrive