Support Specialist (Remote)

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, Nova Scotia)

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.

This is a full-time position that is primarily phone-support-focused. We offer phone and email support from Monday - Sunday. We are looking for Support Specialists in Nova Scotia to join our team remotely, and work from 1 - 9 pm Atlantic time. Available shift options primarily include weekends (e.g., Saturday through Wednesday), we have limited Monday-to-Friday schedules available as well.

Training will take place Monday through Friday during your initial onboarding period (3 months). Once training is complete, you will transition to your assigned schedule, including weekend coverage.

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.
• Provide 5E 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 the skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform
  
  

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!
• 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.
  
  

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
  
  

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:

• Comprehensive health and wellness benefits. Including a retirement savings program or pension plan 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, fertility and gender-affirming benefits dependent on your region, and more.
• Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster.
• Working environments to help You thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi, and those without access to a FreshBooks office receive a home office credit to set up your home office. We are committed to creating supportive and flexible environments to support the best interests of the team, collaboration, and mental wellbeing.
• Supportive peer group, mentors, and leaders. We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
• Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.
  
  

Closing

Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.

FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone 1-416-780-2700 and/or [email protected].