Company Overview

FreshBooks has an ambitious vision. We launched in 2003 but we’re just getting started and there’s a lot left to do. We're a high-performing team working towards a common goal: building an elite online accounting application to help small businesses better handle their finances. Known for extraordinary product and customer service experiences and based in Toronto, Canada, FreshBooks serves paying customers in over 120 countries.

The Opportunity – Technical Support Specialist (Backbone)

The Technical Support Specialist’s focus is to support Support, so Support Specialists can Execute Extraordinary Experiences Everyday for our customers

With Support Specialist roots, the Technical Support Specialist has developed a deep understanding of the concerns, issues, and day-to-day operations of the Support Specialists they’ll be helping.

Armed with their technical savvy, unshakeable app knowledge, and general love for investigation and troubleshooting, they serve as a resource for fellow Support team members, especially when things get a little “hairy”.

What you'll do as a Technical Support Specialist (Backbone):

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 - Including retirement savings programs matched to your local office, stock options for every full time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits dependent on your region, 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 Canada and Mexico, 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 organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact. 
• 🚀 Accelerated growth - 3 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.

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 416-780-2700 and/or accessibility@freshbooks.com