Customer Support Specialist - Tier I

Customer Support Specialist - Tier 1

Canopy, Utah

About Us

Canopy 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.

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.

Click here to see why our clients love Canopy.

Interested in learning more about Canopy the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

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.

What You'll Do

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

What we’re Looking For

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

Essential Functions

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.

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

Bonus Points If You Have:

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

Why You Want to Work Here:

🌴 Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays!

❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health - all employees have access to Impact Suite to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life AD D insurance and long short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 DEIB Committee - to plan initiatives ar…