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Supportability Specialist

2 months ago

Plano, Texas, United States Intuit Full time

About Intuit

Intuit is a global financial technology company that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.

Our Mission

We never stop working to find new, innovative ways to make that possible. Our team is dedicated to delivering exceptional customer experiences and driving business growth through technology and innovation.

Job Summary

We are seeking a highly skilled Supportability Specialist to join our team. As a Supportability Specialist, you will be responsible for providing technical support and resolving complex customer issues related to QuickBooks Online Payroll Products.

Key Responsibilities

  • Root cause analysis of customer contacts and methods
  • Identify Contact drivers
  • Prioritized recommendations for process or product improvements
  • Create, edit or update Knowledge articles
  • Communicating with Customers
  • Knowledge-based trends
  • Follow-through and closed loop feedback on problems/opportunities that have been prioritized to be addressed
  • Requirements documents (both technical and non-technical)
  • Balance Priorities and work independently
  • Interprets and responds to data and makes recommendations for elements of new designs
  • Contributes to the completion of organizational projects and goals
  • Ability to resolve escalated issues with critical thinking and logical approach
  • Customer obsessed with focus with a commitment to excellence through
  • Built productive internal and external working relationships
  • Gives closed loop feedback to internal stakeholders and outsourcing partners
  • Often exercises judgment within defined procedures and practices to determine appropriate action
  • Makes data driven decisions that impact both personal and team deliverables
  • Works closely with external business partners. (Training, Product or other project work)

Requirements

  • Must have experience supporting QuickBooks Online Payroll Products within the last 2 years
  • Experience with: Sentinel, CS Server, Jira, OBill, and Salesforce
  • Proficiency with Excel and Google Docs
  • Ability to navigate Splunk and SQL
  • Strong attention to detail
  • Collaborative with all levels of the organization and across teams
  • Critical thinking and problem-solving skills
  • Ability to communicate effectively to multiple audiences; directly to the customer, to the frontline agent supporting them, and the engineering team
  • Ability to determine priority of issues relative to customer pain and other factors
  • Ability to multitask and adapt to a rapidly changing environment
  • Ability to work independently while managing time and multiple priorities