Customer Support Specialist - Tier I

<p><strong>Customer Support Specialist - Tier 1</strong></p> <p><strong>Canopy, Draper, UT</strong></p> <p> </p> <p><strong>About Us</strong></p> <p>Canopy is a fast-growing SaaS company in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. </p> <p>Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. </p> <p>Click <a href="https://www.getcanopy.com/why-canopy">here</a> to see why our clients love Canopy.</p> <p>Interested in learning more about Canopy & the industry? Check out our blog <a href="https://www.getcanopy.com/blog">here</a> where you can find great information on our product features, industry news, practice management, and more!</p> <p>This is a hybrid position in Draper, Utah (M, W, F in-office). </p> <p> </p> <p><strong>The Opportunity</strong></p> <p>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. </p> <p>Canopy has earned a reputation for fast, friendly and efficient customer support. Through earnest desire to learn and progress, you will build upon this reputation. This is not a role in which you simply answer phones and read from a script. You will think critically to help to create new pathways for our customers, outline solutions, and form the foundation of a rapidly-growing company and team.</p> <p> </p> <p><strong>What You'll Do </strong></p> <ul> <li>Anticipate and resolve customer issues in a professional and timely manner</li> <li>Provide superior customer service and remote troubleshooting assistance</li> <li>Take ownership of customer issues and advocate for their needs, adjusting urgency and escalation based on customer context and issue severity</li> <li>Develop sound understanding of Canopy’s current and upcoming features</li> <li>Identify opportunities to answer questions, even before they are asked</li> <li>Explain step-by-step instructions and assist users in navigation through software</li> <li>Drive value to customers by informing them of new resources and products that will make an impact on their businesses </li> <li>Maintain a positive and patient attitude with all customers</li> <li>Coordinate within the organization for technical and account level issues</li> <li>Help improve and perfect processes across the support organization</li> </ul> <p> </p> <p><strong>What we’re Looking For</strong></p> <ul> <li>A self-starter with desire to take ownership of the role and above responsibilities</li> <li>Tech-savvy with the ability to learn software and new tools quickly</li> <li>Organizational skills, creativity, and a solution-oriented focus</li> <li>Willingness to learn about tax resolution industry and IRS forms as they relate to the software and its functions</li> <li>Excellent written and verbal communication skills in the English language</li> <li>Ability to pivot with a growing company and accept new challenges</li> <li>Be able to type at 50 wpm or faster</li> <li>Excitement about implementing and utilizing AI in day to day work flows </li> </ul> <p> </p> <p>