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Support Specialist
Remote, Americas, Pst/Mst
Confirmed live in the last 24 hours
Nanaimo, BC, Canada
Experience Level
Desired Skills
  • 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 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
  • 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
  • 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
  • Stable Internet service provider (ISP)
  • Router with wired connection (ethernet)
  • Internet speed: Minimum download speed of 12 MB and upload speed of 10 MB
  • 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
  • Provide 4E 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* (*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
  • 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 skills matrix
  • Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform

501-1,000 employees

Invoicing & accounting software