# Customer Support Specialist - Tier 1

**Company**: Canopy
**Location**: Draper, UT
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/canopytax/jobs/4454603009?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_73e9b56e-f90

## Description

We are looking for a Customer Support Specialist - Tier 1 to join our team in Draper, Utah. 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.

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

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

Benefits:

- Flexible Paid Time Off

- Health Benefits - including Medical, Dental, and Vision and an HSA Match

- 401(k) - we match 100% up to 3% of your contribution

- Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP)

- Paid New Parent Leave & Birthing Parent Leave

- Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage

## Skills

### Required
- English
- Salesforce
- Intercom
- Google Suite
- Slack

### Nice to have
- support ticketing systems
- customer service and support experience
- call center environment
- accounting & tax software space

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/canopytax/jobs/4454603009?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)