Job Description
Job Description
Overview
Overview:
We are seeking passionate and driven individuals to deliver a differentiated support experience for our Mid-Market customers. This exciting opportunity focuses on businesses with over $2.5 million in annual revenue, addressing their unique opportunities and complex needs.
The role requires a blend of deep technical product support, financial acumen, and strategic customer service. The ideal candidate will be a tech-savvy problem-solver with a strong background in bookkeeping principles, passionate about leading change, collaborating with internal teams, and providing a world-class customer experience.
Mindset:
- Daily demonstration of our Prosperity Principles: Advocacy, Ownership, and Expertise.
- Enthusiasm for leading change and effective collaboration with supporting functions.
- Excellent verbal and written communication skills, with the ability to convey technical information in an accessible manner.
- Demonstrated ability to problem-solve and multitask efficiently in a dynamic environment.
- Comfort with ambiguity and adaptability to changing priorities.
- A collaborative team player who actively contributes to collective goals.
Qualifications:
What You'll Bring
- Experience:
- 1-3 years of experience using QuickBooks Online, with preferred experience in QuickBooks Payments, QuickBooks Payroll, Proconnect, or QuickBooks Money OR a completed Intuit Academy Bookkeeping Certification.
- Proven experience in a customer support role, preferably within a tech or SaaS environment
- Credentials:
- An active QuickBooks Online Level 1 Certification is required and must be provided before your start date.
- Technical & Financial Acumen:
- A strong understanding of bookkeeping principles and financial terminology.
- Demonstrated ability to analyze complex challenges, identify root causes, and communicate effective solutions.
- Hybrid Work Requirement:
- Minimum requirement of 2 days in the office 4 hours per day
- A dedicated high-speed internet connection (DSL, cable, or fiber) is required for Work from Home.
Responsibilities:
What You'll Do
- Deliver Expert Support: Provide superior technical and consultative support for Mid-Market QuickBooks users. Troubleshoot and resolve complex software-related issues via phone, and chat, in a professional and reassuring manner. Apply prosperity principles to customer solutions.
- Be a Customer Champion: Act as the voice of the Mid-Market customer, demonstrating ownership of their success. Partner with teams such as; Learning & Development, Sales, and Product Management, to relay client feedback and drive improvements to the product and customer experience through strong advocacy.
- Lead and Innovate: Create high-quality customer interactions that instill confidence. Identify trends and opportunities within the Mid-Market segment to help pioneer a differentiated service model, leveraging expertise in the field.
- Empower Customers: Guide clients through the advanced functionalities of QuickBooks Online, including invoicing, complex bookkeeping, account setup, payroll, and more, fostering their prosperity through effective use of the platform.
- Maintain Expertise: Stay current with all updates, new features, and functionalities of the QuickBooks Online platform to serve as a trusted advisor, demonstrating continuous commitment to expertise.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is California $23.00 - $29.50. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
Job Tags
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