Customer Support Specialist - Tier 1

Canopy, Draper, UT

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.

We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

This is a hybrid position in Draper, Utah (M, W, F in-office).

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.

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.

• 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

• 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

• Work a consistent and reliable full-time schedule, including adherence to assigned shifts, breaks, and attendance expectations.
• Schedule:
  
  Typically 40 hours per week, Monday through Friday. In-office, MWF. Individual schedules may vary slightly based on team needs and role responsibilities. May require evening or weekend coverage depending on team rotation and seasonality.
• Ability to sit or stand at a desk for extended periods of time, while using a computer for extended periods.
• Ability to operate a computer throughout the day.
• Ability to communicate clearly and professionally in writing and verbally, with external customers and internal employees, via phone and computer systems (with or without reasonable accommodations).
• Ability to use sales tools such as Salesforce, Intercom, Google Suite, Slack.
• Maintain focus and professionalism in high-pressure situations.

• Experience in support ticketing systems
• Previous customer service and support experience
• 2-3 years experience in a call center environment
• Experience in the accounting & tax software space

We know many women do not apply for a job if they don't perfectly fit the description.

We want you to apply anyway.

• Flexible Paid Time Off - that…