Support Specialist (Mexico) at FreshBooks

FreshBooks is seeking a Support Specialist to join their award-winning Support team. The ideal candidate will be passionate about providing exceptional customer experiences and resolving customer issues effectively. This role is primarily phone-support-focused, requiring the specialist to handle inbound customer support inquiries via phone and email.

The Support Specialist will work remotely from Mexico, supporting customers in both English and Spanish. They will be responsible for troubleshooting and solving customer issues related to FreshBooks' web and mobile applications, using a ticket-based system (Zendesk). The role involves executing extraordinary experiences through 1:1 customer support interactions and providing 5E service across various support channels.

Role Responsibilities:

• Respond, troubleshoot and solve inbound customer support inquiries about our web and mobile applications using our ticket-based system (Zendesk).
• Execute Extraordinary Experiences Every day (“The 4Es”) 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 Requirements:

• 1+ year of customer service experience
• Expert troubleshooting abilities, resourcefulness, and curiosity
• 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.
• 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.

FreshBooks offers:

• Comprehensive health and wellness benefits
• Retirement savings program or pension plan
• Stock options for every full-time employee
• Generous time off and parental leave
• Peer Recognition Program and Employee Assistance Program
• Home office credit
• Supportive peer group, mentors, and leaders
• Accelerated growth through coaching, training, and learning