Alexa Miniace Email & Phone Number

Canada

Canada

Toronto, Ontario, Canada

-Consistently provides premium service to meet the needs of Select users and their team.-Partners with Internal Teams to proactively solve problems for Select users.-Handles escalated Support issues involving Select customers with urgency and empathy.-Upholds best practices pertaining to Select users and maintains the integrity of Select Support's best practices.-Responds, troubleshoots and solves inbound Select user's support inquiries about the FreshBooks Web and Mobile Applications.-Provide white glove service to help support FreshBooks' Select customers through our various Support channels.-Empathize with Select customers who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner.-Identify potential Bugs and Product Enhancements through user feedback and relay information appropriately to Product and Development Teams.-Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to the FreshBooks platform.-Meet and exceed Performance and Quality Metrics.

Toronto, Ontario, Canada

-Consistently meeting all Department Performance Targets, ensuring timely support for all Customers who reach out.-Exceeding the Internal and External Quality Targets and Guidelines, ensuring we Execute Extraordinary Experiences Everyday to all FreshBooks Users.-Keen awareness of Frontline Support and demonstrates the ability to pivot in times of need.-Always implements feedback provided from Team Leads, Managers and Colleagues and has demonstrated an ability to increase individual mastery in the area of Customer Service Excellence.-An Expert Level understanding of the main and lesser-used features of the FreshBooks Software (Mobile and Web).-An Expert Level understanding of Support's Best Practices and implements Best Practices consistently.-Remains up to date with Support communications, Product improvements and changes as well as overall Product Strategy. -Demonstrated an ability to surface Critical Updates to the Team and can effectively communicate the impact of these changes to Users.-Consistently available to answer questions from Team Members or Users.-Proven ability to communicate complex Accounting and/or Technical messaging in an accessible and friendly manner to Users and Support Team Members. -Proactively identify issues and make changes to Workflows accordingly.-Consistently demonstrates the ability to be flexible, empathetic and accommodating to others and to the needs of the Business. Always offering support and help when needed.

Toronto, Ontario, Canada

-Regularly implement feedback provided and work to increase individual mastery in the area of Customer Service Excellence.-A thorough understanding of the main features of FreshBooks Cloud Accounting Software as well as thelesser-used functions and features of the Software across all channels (Web, Mobile App and Mobile Web).-Apply Generally Accepted Accounting Principles (GAAP) as they relate to small businesses and how the FreshBooks Software can help Owners run their business.-Liaise with Tier II Support and Product Support Analysts to ensure Technical and/or Accounting recommendations or improvements are surfaced to the Product Development Team.-Provide accurate and timely responses to Support Specialists seeking Technical and/or Accounting Support.

Toronto, Ontario, Canada

-Goes to great, sometimes extraordinary lengths, through various Support channels to help customers find solutions that are sometimes out of the box.-Knows the main features of the FreshBooks application inside and out.-Communicates complex messages in an accessible, friendly manner.-Partners with internal teams to proactively solve problems for customers.-Helps fellow Support team members achieve success.-Meets and exceeds performance and quality metrics.

Toronto, Ontario, Canada

-Exceeding key performance indicators assigned by managers, coaches, or leads.-Collaborated with various departments to ensure the best customer experience.-Staying up to date on all customer-facing initiatives (events, promotions, website changes, etc.) and ensuring the latest and accurate information is communicated.-Applied a creative approach to enhance the customer experience.

Greater Toronto Area, Canada

-Applied an omnichannel approach while utilizing inventory management systems to effectively pick, pack, and ship e-commerce orders.-Completed an upgraded point of sale system pilot project ensuring successful organizational implementation.-Trained and developed recently onboarded team members on a monthly basis reducing employee turnover.-Meeting sales goals assigned by the store manager.