FreshBooks Onsite (Toronto, Canada), Remote (Canada), Onsite (Amsterdam, Netherlands)
Jan 16, 2020Individual Contributor
At FreshBooks, our Support Team is not an afterthought, we consider them crucial to our success as a company. We have developed a team (70+) with lots of growth potential for those whose passion it is to dig deep into issues and exceed the expectations of our customers. Our HQ is located in Toronto, Canada and we have just opened an office in Amsterdam, Netherlands. We currently offer phone and email Support from 8:00AM - 8:00PM ET Monday - Friday, with several shifts available. We are a remote-friendly team and offer permanent remote shifts for those working shifts starting at 11:00AM ET onwards. What our Support Specialists do: Go to great (perhaps extraordinary!) lengths when answering phone calls and email tickets to help customers find solutions to whatever problem they face (or could face in the future) Execute Extraordinary Experiences Everyday! They leave every customer feeling valued and taken care of – we’ve got their back Who our Support Specialists are: Passionate & Empathetic: they put themselves in the shoes of the entrepreneurs who use FreshBooks, and this drives them to take big steps towards finding a solution for each one of our users. Enduring & Resilient: every day, they energetically engage with 30-40 customers, each with their own needs and feelings – and they do it all with a smile! Always Striving for More: they are truly passionate about finding ways to improve our users’ experiences, and they work hard to maintain and grow their knowledge of our product in order to always deliver. Problem Solvers: every question has an answer, and our Support Specialists will either find it or create it! “No” is not part of the FreshBooks vernacular. No matter how unconventional a question may seem, our team is happy to tackle it. Fantastic Communicators: our Support Specialists interact with our customers more frequently than anyone else, so it’s critical that their messages are accurate, clear and concise. Internet Savvy: our team knows the interwebs and its many applications.