Description
Canopy, a fast-growing SaaS company, is seeking a Customer Support Specialist - Tier 1 to join their team in Draper, Utah.
As a member of the Customer Support team, you will provide top-tier service and support primarily to users of their 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) with 100% match up to 3% of contribution
- Mental Health resources
- Paid New Parent Leave & Birthing Parent Leave
- Supplemental Benefits, including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage
- Company Events and peer-to-peer recognition program