Customer Support Specialist - Payments Specialist
Customer Support Specialist - Payments Specialist
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Job Description
Customer Support Specialist Payments Specialist
Canopy Utah
Location: South Jordan UT
About Us
Canopy is a fastgrowing SaaS company in South Jordan Utah building simple efficient software for accounting firms. We are looking to revolutionize the accounting space with modern userfriendly software for a neglected industry.
Our 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.
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 toptier service and support primarily to users of our software via email inapp chat and phone channels. In this support role you will become an expert in our subscription model and manage any specific subscriptionrelated customer needs that arise.
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 rapidlygrowing company and team.
What Youll Do:
- Answer any client payment questions that come in and redirect to the correct team when necessary
- Partner with the finance team to ensure payment escalations are being resolved
- 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 be the customer advocate
- Develop sound understanding of Canopys current and upcoming features
- Identify opportunities to answer questions even before they are asked
- Explain stepbystep 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 crossfunctionally for technical and account level issues
- Help improve processes across the support organization
- Identify expansion opportunities and work with the Customer Success Managers to work those expansion opportunities.
- Identify opportunities to implement training best practices with customers and take action as necessary.
- Support other Tier 2 Support issues as requested by your manager
What were Looking For:
- 3 years of customer support experience in a tech environment
- A selfstarter with desire to take ownership of the role and above responsibilities
- Techsavvy with the ability to learn software and new tools quickly
- Organizational skills creativity and a solutionoriented 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
We know many women do not apply for a job if they dont perfectly fit the description. We want you to apply anyway.
Bonus Points If You Have:
- Previous payments or billing experience
- 23 years experience in a customercentric environment
- Experience in the accounting & tax software space
Why You Want to Work Here:
Flexible Paid Time Off that youre 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 youre able to care for your little ones.
Supplemental Benefits including 100 company paid Basic Life & AD&D insurance and long & shortterm disability coverage.
Nectar our peertopeer recognition program to help our employees recognize the amazing work being done by other Canopians!
Company Events including monthly companywide meetings summer parties and more.
DEIB Committee to plan initiatives around continuing education community outreach recruiting onboarding and more.
Fullystocked kitchen Keto Vegan Flexitarian Mandalorian Weve got you covered.
Our Values:
We approach our work every day with a few things in mind:
Own we own this place! We focus on outcomes holding ourselves & each other accountable.
Win we win by delighting our customers with the very best products and services.
Do Good we work hard to be good people!
Embrace Curiosity & Candor we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.
To learn more about us & our values click here.
Interviewing @ Canopy:
We know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:
- Once your application is received we will review it and get back to you if we feel like its a mutual fit!
- 20 minute phone call with the People Team
- 4560 minute video or inperson interview with the Hiring Manager
- 13 rounds of interviews depending on the role
- Final Interview
Interview 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.
Remember: 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!
Canopy 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
