Customer Experience Specialist - SaaS Support & Solutions

Canopy, Inc.; Draper, Northern (UT, KY); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Flexible PTO

Health benefits (Medical, Dental, Visi

401(k) match

Paid parental leave

Life & AD&D insurance

Company events

Mental health resources

Job summary

Canopy, Inc. in Draper, Utah, is seeking a Customer Support team member to provide top-tier service via email, in-app chat, and phone. You will think critically to outline solutions, create new pathways for customers, and help build a rapidly-growing team.

You will own customer issues, escalate when needed, and learn Canopy’s features to guide users and improve processes. This is an in-office, full-time role with a focus on delightful support.

Qualifications

• Excellent written and verbal communication in English.
• Able to type 50 wpm or faster.
• Experience with support ticketing systems is a plus.
• Willingness to learn about tax resolution industry and IRS forms.

Responsibilities

• 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

Skills

Customer service

Communication

Tech-savvy

Typing 50 wpm

Tools

Salesforce

Intercom

Google Suite

Slack

Job description

Canopy, Inc. in Draper, Utah, is seeking a Customer Support team member to provide top-tier service via email, in-app chat, and phone. You will think critically to outline solutions, create new pathways for customers, and help build a rapidly-growing team.

You will own customer issues, escalate when needed, and learn Canopy’s features to guide users and improve processes. This is an in-office, full-time role with a focus on delightful support.