Customer Support Specialist - Tier 1

Canopy•Draper, UT

23h•Hybrid

About The Position

As a member of Canopy’s Customer Support team, the Customer Support Specialist provides friendly, efficient support to users of Canopy’s software through email, in-app chat, and phone. The role involves troubleshooting, resolving and advocating for customer issues, explaining how to use the software, and helping customers find resources and products that support their businesses. It requires critical thinking, ownership, patience, and the ability to adjust urgency and escalation to the customer’s context and the severity of an issue. The specialist develops knowledge of current and upcoming product features and contributes to improving support processes as the company and team grow. This is a hybrid position based in Draper, Utah, with in-office work Monday, Wednesday, and Friday. The schedule is typically 40 hours per week, Monday through Friday, with individual schedules varying slightly according to team needs and responsibilities. Evening or weekend coverage may be required depending on team rotation and seasonality. The role requires extended periods of desk and computer use, professional communication with customers and colleagues, and use of computer-based sales and support tools.

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 a computer throughout the day.
Be able 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.
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, advocate for customer needs, and adjust urgency and escalation based on context and issue 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 new resources and products that may benefit their businesses.
Maintain a positive and patient attitude with customers.
Coordinate with internal teams on technical and account-level issues.
Help improve and refine processes across the support organization.
Work a consistent, reliable full-time schedule and follow assigned shifts, breaks, and attendance expectations.
Use sales and communication tools including Salesforce, Intercom, Google Suite, and Slack.

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) plan with a 100% match up to 3% of the employee’s contribution; immediate eligibility and 100% vesting.
Access to Impact Suite and an Employee Assistance Program (EAP).
Paid new-parent leave and birthing-parent leave.
Company-paid basic life and AD&D insurance, plus 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.