Customer Support Specialist - Tier 1

Canopy•Draper, UT

10d•Hybrid

About The Position

Canopy is hiring a Customer Support Specialist to provide high-quality support to users of its software through email, in-app chat, and phone. The role involves troubleshooting, taking ownership of customer issues, explaining software features and navigation, and coordinating with internal teams on technical and account issues. Specialists are expected to help customers find solutions, identify useful resources and products, and contribute to improving support processes as the company grows. This is a hybrid position based in Draper, Utah, with in-office work on Monday, Wednesday, and Friday. The position typically follows a 40-hour Monday-through-Friday schedule, though individual schedules may vary slightly based on team needs. 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 take on 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 and use and operate a computer for extended periods.
Be able to communicate clearly and professionally with external customers and internal employees via 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 customer service and remote troubleshooting assistance.
Take ownership of customer issues, advocate for customer needs, and adjust 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 proactively.
Explain step-by-step instructions and help users navigate the software.
Inform customers about resources and products that can benefit their businesses.
Maintain a positive and patient attitude with customers.
Coordinate internally on technical and account-level issues.
Help improve support organization processes.
Work a consistent, reliable full-time schedule and adhere 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.
DEIB committee initiatives, including continuing education, community outreach, recruiting, and onboarding.
Fully stocked kitchen.