.About FreshBooksFreshBooks is a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use.
With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier.
With FreshBooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best — growing their businesses.At FreshBooks, we believe in human-centric connections that empower teams to do their best work.
Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments - remote, hybrid, and in-office - all based on what's best for the team, collaboration, and mental wellbeing.
We are committed to creating a supportive and flexible workplace where everyone can thrive, grow and make an impact on small business owners and accountants.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.We are currently hiring bilingual English/Spanish Support Specialists to join our team remotely.
These full-time roles involve working one of our scheduled shifts between 12:00 PM and 8:00 PM Eastern Time.Available shift options primarily include weekends (e.G., Saturday through Wednesday), though we have limited Monday-to-Friday schedules available as well.Training will take place Monday through Friday during your initial onboarding period (3 months).
Once training is complete, you will transition to your assigned schedule, including weekend coverage.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