What you’ll do:
You ll have the opportunity to be our customers advocate and go-to person when it comes to anything technical and help bridge the gap between our Support Team and our Product Development Teams. You use your stellar communication skills to collaborate within your team and across many departments to deliver world-class customer service. This role is a combination of data analysis, quality assurance and development work.
Investigations and Troubleshooting
Work with the Support Specialists through chats (Slack) and our ticket based system (Zendesk) to diagnose and solve customer issues on our web and mobile apps
Be the point of contact for the Effortless Experience, Customer Success and Sales Teams when it comes to technical customer issues
Help guide Support Specialists through solvable fixes and workarounds
Write and edit support documents, Guru cards and wiki pages
Data Analysis
Use MySQL / PostgreSQL to gather database information and provide other departments with statistical information and analysis
Run database queries for customers such as data exports and custom reports upon request
Bugs
Verify and escalate critical service-impacting issues to the Product Development (PD) and Operations Teams, act as Support Liaison during incidents
Identify, verify, triage, and document internal and external bugs
Provide detailed reports of bugs, gaps, or blockers to the PD team
Support Tools
Work with our PD Team to build out admin tools to aid the Support Team with customer requests
Configure, implement and maintain internal systems
Build and use Python scripts to perform account modifications based on customer requests
API Support
Actively build strong client relationships by providing world-class support to our customers using our API integrations
Work with our Sales teams to provide API solutions and recommendations to our scaling customers.
What you’ll bring to the role:
We are an equal opportunity employer, and truly believe your potential and value are not solely based on your background. We are looking for phenomenal people with a passion for learning who can diversify our team with new skills and specializations, however, the following will help propel your success as a Technical Support Specialist.
1-3 years work experience and extensive knowledge with New FreshBooks
Track record of providing top-notch customer service; you thrive on being helpful and love helping your customers solve challenges
Experience with MySQL
Experience in data analysis/analytics for a variety of purposes (troubleshooting, reporting etc.)
Extensive troubleshooting experience
Strong verbal and written communication skills
A dedication to constant learning as well as sharing/teaching new skill sets to others
You’ll stand out if you bring experience in:
A computer science degree/certification
Experience using and adapting to alternative SQL variations and services (PostgreSQL, Looker, Big Query, etc.)
A good understanding of Agile Methodology and Agile bug-tracking tools
Experience with Command Line, PHP, Python, JavaScript and Shell Scripting
Experience reading and troubleshooting a variety of coding languages
This job application will include an interview and technical skills assessment. 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. Accelerate your career, work on projects you’re passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognises and rewards our employees:
Comprehensive Health and Wellness Benefits
Perks that Matter
Working Environments to Help You Thrive
Supportive Peer Group, Mentors, and Leaders
Accelerated growth
Even if your experience doesn’t meet every bullet on the above lists, we’d love to learn more about you and why you think FreshBooks is the next step in your career.
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. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.
FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone 416-780-2700 and/or [email protected]
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