Customer Support Specialist - Tier 1

The role

You will provide service and support to software users via email, in-app chat, and phone. You will resolve customer issues, troubleshoot remotely, and explain software navigation.

What you will do

• Anticipate and resolve customer issues in a professional and timely manner
• Provide superior customer service and remote troubleshooting assistance
• Take ownership of customer issues and advocate for their needs
• Develop sound understanding of Canopy’s current and upcoming features
• Identify opportunities to answer questions before they are asked
• Explain step-by-step instructions and assist users in navigation through software
• Drive value to customers by informing them of new resources and products
• Maintain a positive and patient attitude with all customers
• Coordinate within the organization for technical and account level issues
• Help improve and perfect processes across the support organization

Required qualifications

• Self-starter with desire to take ownership
• Tech-savvy with ability to learn software and new tools quickly
• Organizational skills, creativity, and a solution-oriented focus
• Willingness to learn about tax resolution industry and IRS forms
• Excellent written and verbal communication skills in English
• Ability to pivot with a growing company and accept new challenges
• Type at 50 wpm or faster
• Excitement about implementing and utilizing AI in day to day work flows
• Ability to sit or stand at a desk for extended periods of time
• Ability to operate a computer throughout the day
• Ability to communicate clearly and professionally in writing and verbally
• Ability to use sales tools such as Salesforce, Intercom, Google Suite, Slack

Nice to have

• Experience in support ticketing systems
• Previous customer service and support experience
• 2-3 years experience in a call center environment
• Experience in the accounting & tax software space

Benefits

• Flexible Paid Time Off
• 10 company holidays
• Medical, Dental, and Vision
• HSA Match
• 401(k) with 100% match up to 3%
• Immediate eligibility with 100% vesting for 401(k)
• Access to Impact Suite & Employee Assistance Program (EAP)
• Paid New Parent Leave & Birthing Parent Leave
• 100% company paid Basic Life & AD&D insurance
• Long & short-term disability coverage
• Nectar peer-to-peer recognition program
• Company Events including monthly meetings and summer parties

About the company

Canopy is a fast-growing SaaS company in Draper, Utah building simple, efficient software for accounting firms. They aim to revolutionize the accounting space with modern, user-friendly software.