Customer Support Specialist - Tier 1

Canopy•Draper, UT

18h•Hybrid

About The Position

Canopy is hiring a Customer Support Specialist - Tier 1 to provide top-tier service and support to users of its software, primarily through email, in-app chat, and phone. The role calls for critical thinking, ownership of customer issues, and a desire to help build effective support pathways and processes as the company and team grow. The specialist will develop a strong understanding of Canopy’s current and upcoming features and help customers use the software successfully. This is a hybrid position based in Draper, Utah, with in-office work on Monday, Wednesday, and Friday. The schedule is typically 40 hours per week, Monday through Friday, though individual schedules may vary slightly according to team needs and responsibilities. Evening or weekend coverage may be required depending on team rotation and seasonality.

Requirements

Be a self-starter who is willing to take ownership of the role and its responsibilities.
Be tech-savvy and able to learn software and new tools quickly.
Have organizational skills, creativity, and a solution-oriented focus.
Be willing to learn about the tax resolution industry and IRS forms as they relate to the software and its functions.
Have excellent written and verbal communication skills in English.
Be able to adapt to a growing company and accept new challenges.
Type at least 50 words per minute.
Be excited about implementing and using AI in day-to-day workflows.
Be able to sit or stand at a desk for extended periods and use and operate a computer throughout the day.
Be able to communicate clearly and professionally with external customers and internal employees by phone and computer systems, with or without reasonable accommodations.
Be able to use sales tools such as Salesforce, Intercom, Google Suite, and Slack.
Maintain focus and professionalism in high-pressure situations.

Nice To Haves

Experience with support ticketing systems.
Previous customer service and support experience.
Two to three years of experience in a call center environment.
Experience in the accounting and tax software space.

Responsibilities

Anticipate and resolve customer issues professionally and promptly.
Provide superior customer service and remote troubleshooting assistance.
Take ownership of customer issues and advocate for customer needs, adjusting urgency and escalation based on context and severity.
Develop a sound understanding of Canopy’s current and upcoming features.
Identify opportunities to answer customer questions before they are asked.
Explain step-by-step instructions and help users navigate the software.
Inform customers about resources and products that may benefit their businesses.
Maintain a positive and patient attitude with customers.
Coordinate internally on technical and account-level issues.
Help improve and refine processes across the support organization.
Work a consistent and reliable full-time schedule, adhering to assigned shifts, breaks, and attendance expectations.

Benefits

Flexible paid time off, encouraged for employees to use, plus 10 company holidays.
Medical, dental, and vision health benefits, including an HSA match.
401(k) matching at 100% up to 3% of the employee’s contribution, with immediate eligibility and 100% vesting.
Access to Impact Suite and an Employee Assistance Program.
Paid new parent leave and birthing parent leave.
Company-paid basic life and AD&D insurance and long- and short-term disability coverage.
Nectar peer-to-peer employee recognition program.
Company events, including monthly company-wide meetings and summer parties.
A DEIB Committee that plans initiatives around continuing education, community outreach, recruiting, and onboarding.
Fully stocked kitchen.