Customer Support Specialist
About the role
Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry.
The Opportunity
As a member of the Customer Support team, you will provide top-tier service and support primarily to users of our software via email, in-app chat, and phone channels. Canopy has earned a reputation for fast, friendly and efficient customer support. Through earnest desire to learn and progress, you will build upon this reputation.
Responsibilities
- 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, adjusting urgency and escalation based on customer context and issue severity
- Develop sound understanding of Canopy’s current and upcoming features
- Identify opportunities to answer questions, even 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 that will make an impact on their businesses
- 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
Requirements
- A self-starter with desire to take ownership of the role and above responsibilities
- Tech-savvy with the 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 as they relate to the software and its functions
- Excellent written and verbal communication skills in the English language
- Ability to pivot with a growing company and accept new challenges
- Be able to type at 50 wpm or faster
- Excitement about implementing and utilizing AI in day to day work flows
Qualifications
- 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
Bonus points
- 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
- Health Benefits (Medical, Dental, Vision)
- HSA Match
- Mental Health Benefits
- Paid New Parent Leave & Birthing Parent Leave
- Supplemental Benefits (Basic Life & AD&D insurance, long & short-term disability coverage)
- Nectar - our peer-to-peer recognition program
- Company Events (monthly company-wide meetings, summer parties, etc.)
- DEIB Committee (continuing education, community outreach, recruiting, onboarding, etc.)
- Fully-stocked kitchen
Pay
Salary range: $50,000 - $70,000 annually
Schedule
Work a consistent and reliable full-time schedule, including adherence to assigned shifts, breaks, and attendance expectations. Schedule: Typically 40 hours per week, Monday through Friday. In-office, MWF. Individual schedules may vary slightly based on team needs and role responsibilities. May require evening or weekend coverage depending on team rotation and seasonality.
Ability to sit or stand at a desk for extended periods of time, while using a computer for extended periods. Ability to communicate clearly and professionally in writing and verbally, with external customers and internal employees, via phone and computer systems (with or without reasonable accommodations). Ability to use sales tools such as Salesforce, Intercom, Google Suite, Slack. Maintain focus and professionalism in high-pressure situations.