Customer Support Specialist - Payments Specialist

Canopy•South Jordan, UT

5d•Onsite

About The Position

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. As a member of the Customer Support team, you will provide top-tier service and support primarily to users of our software via email, in-app chat, and phone channels. In this support role, you will become an expert in our subscription model and manage any specific subscription-related customer needs that arise. Canopy has earned a reputation for fast, friendly and efficient customer support. Through earnest desire to learn and progress, you will build upon this reputation. This is not a role in which you simply answer phones and read from a script. You will think critically to help to create new pathways for our customers, outline solutions, and form the foundation of a rapidly-growing company and team.

Requirements

3+ years of customer support experience in a tech environment
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 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
Ability to pivot with a growing company and accept new challenges
Be able to type at 50 wpm or faster

Nice To Haves

Previous payments or billing experience
2-3 years experience in a customer-centric environment
Experience in the accounting & tax software space

Responsibilities

Answer any client payment questions that come in, and redirect to the correct team when necessary.
Partner with the finance team to ensure payment escalations are being resolved.
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 be the customer advocate.
Develop 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 navigation 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 cross-functionally for technical and account level issues.
Help improve processes across the support organization.
Identify expansion opportunities and work with the Customer Success Managers to work those expansion opportunities.
Identify opportunities to implement training best practices with customers and take action as necessary.
Support other Tier 2 Support issues, as requested by your manager.

Benefits

Flexible Paid Time Off
10 company holidays
Health Benefits - including Medical, Dental, and Vision
HSA Match
Canopy covers Medical premiums at 100% for Employees only
401(k) - we match 100% up to 3% of your contribution
Eligibility is immediate with 100% vesting
Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP)
Paid New Parent Leave & Birthing Parent Leave
Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage
Nectar - our peer-to-peer recognition program
Company Events - including monthly company-wide meetings, summer parties, and more
ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more
Fully-stocked kitchen