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