Customer Support Specialist - Tier I

About the role

Canopy is a fast-growing SaaS company in South Jordan, Utah, dedicated to building simple, efficient software for accounting firms. We aim to revolutionize the accounting space with our Practice Management Suite, focusing on delighting our customers and providing excellent service.

Opportunity

As a Customer Support Specialist, you will provide top-tier service and support primarily to users of our software via email, in-app chat, and phone channels. You will work closely with the organization to handle technical and account-level issues, and you will help drive value to customers by informing them of new resources and products.

What You'll 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, adjusting urgency and escalation based on customer context and issue severity
• Develop a 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 navigating 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

We're Looking For

• A self-starter with a 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 the 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
• The ability to pivot with a growing company and accept new challenges
• Ability to type at 50 wpm or faster
• Excitement about implementing and utilizing AI in daily work flows

Bonus Points

• If you have experience in support ticketing systems
• If you have previous customer service and support experience
• If you have 2-3 years experience in a call center environment
• If you have experience in the accounting & tax software space

Essential Functions

• 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
• Ability to sit or stand at a desk for extended periods of time, while using a computer for extended periods
• Ability to operate a computer throughout the day
• 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

Interviewing @ Canopy

We know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Once your application is received, we will review it and get back to you if we feel like it's a mutual fit!
• A 20 minute phone call with the People Team
• A 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end!

Equal Opportunity Employer

Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.