Support Specialist

**About FreshBooks**:
FreshBooks is a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use. With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier. With Freshbooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best — growing their businesses.

At FreshBooks, we believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments - remote, hybrid, and in-office - all based on what's best for the team, collaboration, and mental wellbeing. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow and make an impact on small business owners and accountants.

**The Opportunity - Support Specialist (Remote)**:
You will be joining our award-winning Support team of 90+ incredible and motivated individuals whose passion 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 in a position that is primarily **phone-support-focused**. You will be working remotely in one of our full-time shifts from **10-6 or 11-7 pm Mountain Time**. We have flexible shift options, including Monday - Friday (limited availability) or covering at least one or both weekend days, such as Tuesday - Saturday or Wednesday - Sunday.

Training sessions will be between **Monday - Friday **for the first 2-3 months, and later you will transition to one of the above schedules covering weekends.

**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 Effortless Experiences Every day _(5Es), 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 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

**What You'll Bring to the Role**
- **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
- **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** specifications** (at a minimum) to support the systems required and be successful in your role:

- 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

LI-CJ1 #LI-Remote #LI-Canada

**Why FreshBooks?**:
At FreshBooks, every team member knows their voice is heard and their contributions matter, making a difference in the lives of millions of small business owners and accountants across the world. Grow your career, work on projects that excite you, and thrive in a supportive and collaborative environment.

**Perks & Benefits**:

- **Comprehensi