Customer Support Specialist - Tier I

Canopy•South Jordan, UT

30d•Hybrid

About The Position

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. 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

A self-starter with 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
Excitement about implementing and utilizing AI in day to day work flows
Work a consistent and reliable full-time schedule, including adherence to assigned shifts, breaks, and attendance expectations.
Schedule: Typically 40 hours per week, Monday through Friday. In-office, MWF. Individual schedules may vary slightly based on team needs and role responsibilities. May require evening or weekend coverage depending on team rotation and seasonality.
Ability to sit or stand at a desk for extended periods of time, while using a computer for extended periods.
Ability to operate a computer throughout the day.
Ability to communicate clearly and professionally in writing and verbally, with external customers and internal employees, via phone and computer systems (with or without reasonable accommodations).
Ability to use sales tools such as Salesforce, Intercom, Google Suite, Slack.
Maintain focus and professionalism in high-pressure situations.

Nice To Haves

Experience in support ticketing systems
Previous customer service and support experience
2-3 years experience in a call center environment
Experience in the accounting & tax software space

Responsibilities

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 advocate for their needs, adjusting urgency and escalation based on customer context and issue severity
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 within the organization for technical and account level issues
Help improve and perfect processes across the support organization

Benefits

Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays!
Health Benefits - including Medical, Dental, and Vision and an 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 - so you’re able to care for your little ones.
Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!
Company Events - including monthly company-wide meetings, summer parties, and more.
DEIB Committee - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.
Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.