Customer Support Specialist - Tier 1
Core
Provide top-tier service and support to users of Canopy's Practice Management Suite via email, in-app chat, and phone channels, including remote troubleshooting and software navigation assistance.
Role type
Tier 1 Customer Support Specialist
Builds
Customer satisfaction and retention for accounting firms using Canopy's SaaS platform
Domain
SaaS / Accounting Practice Management
Deliverable
product features
Required skills
Remote troubleshooting, software navigation, critical thinking, ownership of customer issues, process improvement, Salesforce, Intercom, Google Suite, Slack
Preferred skills
Support ticketing systems, call center experience, accounting/tax software knowledge, AI tool utilization
Responsibilities
Anticipate and resolve customer issues, provide superior customer service, advocate for customer needs, explain step-by-step software instructions, coordinate for technical issues, improve support processes
Seniority
Individual Contributor, entry to mid-level