.About FreshBooksFreshBooks 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 primarilyphone-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 sessionswill bebetween Monday - Friday for the first few months, after which you will switch to your assigned schedule covering at least one weekend day. Role ResponsibilitiesRespond, 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 RequirementsPrevious Experience: 1+ year of customer service experienceProblem Solving skills: Expert troubleshooting abilities, resourcefulness, and curiosityWritten & Verbal Communication Skills: Fluent English speaker, and able to craft messages that are accurate, clear and conciseEmpathy: 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
