Customer Support Specialist - Payments Specialist

divh2Customer Support Specialist - Payments Specialist/h2pSouth Jordan, UT/ppAbout Us/ppCanopy is a fast-growing SaaS company in South Jordan, 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./ppOur goal is to help our clients unlock the firm theyve 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./ppThe Opportunity/ppAs 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. In this support role, you will become an expert in our subscription model and manage any specific subscription-related customer needs that arise./ppCanopy 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./ppWhat Youll Do:/pulliAnswer any client payment questions that come in, and redirect to the correct team when necessary./liliPartner with the finance team to ensure payment escalations are being resolved./liliAnticipate and resolve customer issues in a professional and timely manner./liliProvide superior customer service and remote troubleshooting assistance./liliTake ownership of customer issues and be the customer advocate./liliDevelop sound understanding of Canopys current and upcoming features./liliIdentify opportunities to answer questions, even before they are asked./liliExplain step-by-step instructions and assist users in navigation through software./liliDrive value to customers by informing them of new resources and products that will make an impact on their businesses./liliMaintain a positive and patient attitude with all customers./liliCoordinate cross-functionally for technical and account level issues./liliHelp improve processes across the support organization./liliIdentify expansion opportunities and work with the Customer Success Managers to work those expansion opportunities./liliIdentify opportunities to implement training best practices with customers and take action as necessary./liliSupport other Tier 2 Support issues, as requested by your manager./li/ulpWhat Were Looking For:/pulli3+ years of customer support experience in a tech environment/liliA self-starter with a desire to take ownership of the role and above responsibilities/liliTech-savvy with the ability to learn software and new tools quickly/liliOrganizational skills, creativity, and a solution-oriented focus/liliWillingness to learn about tax resolution industry and IRS forms as they relate to the software and its functions/liliExcellent written and verbal communication skills in the English language/liliAbility to pivot with a growing company and accept new challenges/liliBe able to type at 50 wpm or faster/li/ulpWe know many women do not apply for a job if they dont perfectly fit the description. We want you to apply anyway./ppBonus Points If You Have:/pulliPrevious payments or billing experience/lili2-3 years experience in a customer-centric environment/liliExperience in the accounting tax software space/li/ulpWhy You Want to Work Here:/ppFlexible Paid Time Off - that youre actually encouraged to use plus 10 company holidays!/ppHealth Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only./pp401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting./ppMental Health - all employees have access to Impact Suite to our Employee Assistance Program (EAP)./ppPaid New Parent Leave Birthing Parent Leave - so youre able to care for your little ones./ppSupplemental Benefits - including 100% company paid Basic Life ADD insurance and long short-term disability coverage./ppNectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!/ppCompany Events - including monthly company-wide meetings, summer parties, and more./ppERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more./ppFully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? Weve got you covered./ppOur Values:/ppWe approach our work every day with a few things in mind:/ppOwn - we own this place! We focus on outcomes, holding ourselves each other accountable./ppWin - we win by delighting our customers with the very best products and services./ppDo Good - we work hard to be good people!/ppEmbrace Curiosity Candor - we approach everything with curiosity we understand that candor is kindness and give the gift of feedback./ppAct Startup Fast - We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast./ppTo learn more about us our values, click here./ppInterviewing @ Canopy:/ppWe know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:/pulliOnce your application is received, we will review it and get back to you if we feel like its a mutual fit!/lili20 minute phone call with the People Team/lili45-60 minute video or in-person interview with the Hiring Manager/lili1-3 rounds of interviews depending on the role/liliFinal Interview/li/ulpInterview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call./ppRemember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviewsour hiring teams will always make sure to save time for questions at the end!/ppCanopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status./p/div