Support Specialist (Remote, Mexico)

About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and we know that different folks thrive in different working environments: Remote, onsite, and everything in between, you’ll find it with us.

Job Vacancy - Support Specialist (Remote, Mexico)

We are looking for someone to join our award-winning Support team of 90+ dedicated and motivated individuals whose passion is to dig deep into issues and exceed the expectations of our customers. We always go above and beyond to deliver the best possible customer experience. 

This position is primarily phone-support-focused. We offer phone and email support from Monday - Sunday. 

Currently, we seek to fill vacancies for bilingual English/Spanish Support Specialists, who will be working remotely in one of our full-time shifts between the hours of 1-9 pm Eastern time. The weekly shift options we have available are flexible but will include at least one weekend day, (such as Tuesday - Saturday or Sunday - Thursday). We have some limited Monday - Friday options available as well. 

Training sessions will be between Monday - Friday for the first few months, after which you will switch to your assigned schedule covering at least one weekend day. 

Role Responsibilities

• Respond, troubleshoot and solve inbound customer support inquiries about our web and mobile applications using our ticket-based system (Zendesk). 
• Execute Extraordinary Effortless Experiences Every day (“The 5Es”) through 1:1 customer support interactions. 
• Provide 5E service to help support our customers through our various support channels (Phone, Email, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues. 

Role Requirements

• Previous Experience: 1+ year of customer service experience
• Problem Solving skills: Expert troubleshooting abilities, resourcefulness, and curiosity 
• Written & Verbal Communication Skills: Fluent English speaker, and able to craft messages that are accurate, clear and concise
• 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 of them.
• Endurance & Resilience: Able to energetically engage with ~20 customers daily, each with their own needs and feelings.
• Technical Aptitude: Know the internet, and its many applications and can learn new systems quickly (with provided training)
• 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 can meet the below specifications (at a minimum) to support the systems required for your role and be successful in the 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
• Able to provide phone support: speaking directly with customers for 70%+ of the schedule
• Able to sit for extended periods and use a computer screen for 8 hours or more

Our Commitments to You

At FreshBooks, each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognizes and rewards our employees:

• 🩺  Comprehensive Health and Wellness Benefits - Including stock options for every full-time employee, comprehensive medical benefits dependent on your region, and more.

• 📚  Perks that Matter - Including a Peer Recognition Program, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
  
  
• 🤗  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 - 3-week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.

If you're curious to learn more about Support at FreshBooks, check out our LinkedIn page! 

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 416-780-2700 and/or accessibility@freshbooks.com

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