Support Specialist (Mexico)

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About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide.

Job Vacancy - Support Specialist (Remote, Mexico)

We are looking for someone to join our award-winning Support team of 90+ dedicated and motivated individuals whose passion is to dig deep into issues and exceed the expectations of our customers.

This position is primarily phone-support-focused. We offer phone and email support from Monday - Sunday.

Currently, we seek to fill vacancies for bilingual English/Spanish Support Specialists, who will be working remotely in one of our full-time shifts between the hours of 1-9 pm Eastern time. The weekly shift options we have available are flexible but will include at least one weekend day.

Training sessions will be between Monday - Friday for the first few months, after which you will switch to your assigned schedule covering at least one weekend day.

Role Responsibilities

• Respond, troubleshoot and solve inbound customer support inquiries about our web and mobile applications using our ticket-based system (Zendesk).
• Execute Extraordinary Effortless Experiences Every day (“The 5Es”) through 1:1 customer support interactions.
• Provide 5E service to help support our customers through our various support channels (Phone, Email, Social, & Chat).

Role Requirements

• Previous Experience: 1+ year of customer service experience
• Problem Solving skills: Expert troubleshooting abilities, resourcefulness, and curiosity
• Written & Verbal Communication Skills: Fluent English speaker, and able to craft messages that are accurate, clear and concise
• Empathy: You care about other humans and can put yourself into the shoes of the owners who use FreshBooks.
• Endurance & Resilience: Able to energetically engage with ~20 customers daily, each with their own needs and feelings.
• Technical Aptitude: Know the internet, and its many applications and can learn new systems quickly (with provided training)
• Love for Learning: You enjoy learning new things and are okay with diving into the unknown.

Please note, for remote positions, it is expected that you can meet the below specifications (at a minimum) to support the systems required for your role:

• A quiet work environment where you can focus
• Stable Internet Service Provider (ISP)
• Router with wired connection (ethernet)
• Internet speed: Minimum download speed of 12 MB and upload speed of 10 MB
• Able to provide phone support: speaking directly with customers for 70%+ of the schedule
• Able to sit for extended periods and use a computer screen for 8 hours or more

Our Commitments to You

At FreshBooks, each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Here are some of the ways FreshBooks recognizes and rewards our employees:

• Comprehensive Health and Wellness Benefits: Including stock options for every full-time employee, comprehensive medical benefits dependent on your region, and more.
• Perks that Matter: Including a Peer Recognition Program, meaningful in-person gatherings to bring onsite and remote employees together.
• Supportive Peer Group, Mentors, and Leaders: We care about each other across the organization and have programs to support this.
• Accelerated growth: 3-week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.

FreshBooks is an equal-opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits.