Customer Support Specialist - Tier I
Core
Provide top-tier service and support to users of Canopy's Practice Management Suite via email, in-app chat, and phone channels, resolving issues and guiding users through software navigation.
Role type
Tier I Customer Support Specialist
Builds
Customer support operations for accounting practice management software
Domain
SaaS / Accounting Practice Management
Deliverable
client delivery
Required skills
remote troubleshooting, software navigation guidance, issue escalation management, process improvement, critical thinking, technical adaptability, written and verbal communication, fast typing (50 wpm+)
Preferred skills
experience with support ticketing systems, call center environment experience, knowledge of accounting/tax software, familiarity with tax resolution industry and IRS forms
Technologies
Salesforce, Intercom, Google Suite, Slack
Responsibilities
Anticipate and resolve customer issues professionally; provide remote troubleshooting; advocate for customer needs and adjust escalation levels; explain step-by-step software instructions; drive value by informing customers of new resources; improve support organization processes
Seniority
Individual Contributor, entry to mid-level