.**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.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**:- Execute Extraordinary Effortless Experiences Every day ("The 5Es") through 1:1 customer support interactions.**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.- **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