Customer Support Specialist

About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FastBill (founded 2007, Frankfurt) became a part of the FreshBooks team in 2021, adding a whole host of incredible products for business owners to our portfolio, and talented members to our teams. These team members are found all over the globe, including Germany thanks to FastBill! We know that different folks thrive in different working environments: so whether it’s remote, onsite, or anything in between, you’ll find it with us.

The Opportunity - Customer Support Specialist

The Support Specialist helps our customers understand how FreshBooks can best serve their business and helps to troubleshoot challenges that may arise while using our platform.

What you’ll do as a Customer Support Specialist:

• Provide bilingual (German/English) 4E service to help support our customers through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues.
• Empathise with small business owners who use FastBill, and communicate complex messages in an accessible, professional, and friendly manner
• Support our customers using our ticket-based system (Zendesk) to troubleshoot and solve customer inquiries on our web and mobile applications
• Understand the main features of our application and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and relay this information appropriately to our Tech Team and Management
• Understand our internal tools and resources (JIRA, Guru, etc.), and how best to utilize them when troubleshooting complex issues
• Work collaboratively with our third-party integration partners and other departments
• Maintain the integrity of Support’s best practices
• Meet and exceed performance and quality metrics as defined in the skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform
• Understand the fundamentals of Security, PCI & Compliance and follow the protocols and processes.

What You’ll Bring to the Role:

• Prioritising tasks to use time most effectively and maintaining internal Service Level Agreements (SLAs)
• Handling multiple demands, competing and shifting priorities, ambiguity, and uncertainty.
• Quickly learning and adjusting to new requests, problems, systems, and processes.
• Handling change and remaining focused under pressure.
• Native in German and bilingual proficiency (fluent) in English, both spoken and written

You will stand out if you can:

• Anticipate customer needs
• Continually search for ways to increase customer satisfaction
• Establish and maintain relationships with customers to gain their trust and respect

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 Compensation and Wellness Benefits.Including Pension Plan matched to your local office, stock options for every full time employee, generous time off, annual healthy living credit, and more.
• Perks that Matter.Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
• Working Environments to Help You Thrive.Beautiful office spaces welcome you in Germany, Croatia, and Netherlands, and remote FreshBookers receive a home office credit to set up your home office.
• Supportive Peer Group, Mentors, and Leaders. We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
• Accelerated growth.2 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job.

Closing

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 (+1) 416-780-2700 and/or accessibility@freshbooks.com.