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Customer Support Specialist

FreshBooks · Oct 7th 2020

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Here at FreshBooks, we believe that the best customer service is delivered by a Support team that is engaged in their work and excited to be helping our customers. Our Support Team is not an afterthought – we consider them crucial to our success as a company. We have developed a team (70+) with lots of growth potential for those whose passion it is to dig deep into issues and exceed the expectations of our customers. We are a team of people who will go above and beyond to deliver the best possible customer experience every time!

We have our Headquarters in Toronto, a European team based in Amsterdam and a dispersed team located remotely across Canada. We are currently hiring for remote positions 9:30AM-5:30PM in Pacific Time (PT) though you can be located remotely anywhere in Canada to work these hours.

What our Support Specialists 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).
  • Execute Extraordinary Experiences Everyday! They leave every customer feeling valued and taken care of – we’ve got their back.

Who our Support Specialists are:

  • Fantastic Communicators: our Support Specialists interact with our customers more frequently than anyone else, so it’s critical that their messages are accurate, clear and concise. Phones are a big part of this role (we pick up on two rings) so they should enjoy communication on the phone.
  • Passionate & Empathetic: they put themselves in the shoes of the entrepreneurs who use FreshBooks, and this drives them to take big steps towards finding a solution for each one of our users.
  • Enduring & Resilient: every day, they energetically engage with ~30 customers, each with their own needs and feelings – and they do it all with a smile
  • Always Striving for More: they are truly passionate about finding ways to improve our users’ experiences, and they work hard to maintain and grow their knowledge of our product in order to always deliver.
  • Problem Solvers: every question has an answer, and our Support Specialists 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 Savvy: our team knows the interwebs and its many applications.

If this sounds like you, here’s how to apply:

  1. We’d love to hear you tell us, in the text box below, why we should hire you?!?
  2. We’d also like for you to answer the 4 questions listed below. Put yourself in the shoes of our Support Specialists when addressing these customer queries and assume they have all come in via email.

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