Support Specialist

Description:

As a Support Specialist at FreshBooks, you will be the driving force within a team passionate about delivering the absolute best customer service. You will forge strong connections with our customers, eagerly anticipating the opportunity to help them and consistently surpassing their expectations. You will have the opportunity to deeply investigate complex challenges and engineer elegant, effective solutions. You will thrive on an engaged team of 80+ people with high potential for career elevation. Ultimately, you will become an advocate who goes above and beyond to guarantee an exceptional, lasting customer experience.

Our Support Specialists offer phone and email support for our clients from 8:00AM - 8:00PM ET Monday - Sunday, with several shifts available within those times. This opening will cover the 12-8PM shift Monday-Friday shift. Candidates with a flexible schedule will be prioritized. This role can be worked remotely from any of the locations listed above.

What You'll Do

• 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.

What You'll Bring

• 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. Phones are a big part of this role so you should 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. No matter how unconventional a question may seem, our team is happy to tackle it.
• Internet Savvyness: you know the interwebs and its many applications.