Senior Service And Support Specialist

Sr Service And Support Specialist

Come join our Expert Network GBSG Supportability Specialist Team as a Sr Service and Support Specialist and become an essential part of our customer support system. As a Sr Service and Support Specialist, you will analyze both quantitative and qualitative data to provide detailed solutions to customer issues and opportunities. You will troubleshoot and gather data on complex issues, working towards finding and sharing solutions through various channels. Your knowledge and experience will be utilized when contributing to projects, ensuring a positive support experience for our customers with new tools, processes, content, or training. Join us now and make a difference in our team.

What you'll bring:

• Must have experience supporting QuickBooks Online, QBO Payroll, or QB Time 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
• 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

How you will lead:

• 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
• Builds 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)

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:

• Bay Area California $27.00-36.00
• Southern California $27.00-36.00
• Colorado $25.70-34.20
• Hawaii $31.00-42.00
• Illinois $29.50-40.00
• Massachusetts $27.00-36.00
• Maryland $29.50-40.00
• Minnesota $26.50-36.00
• New Jersey $31.00-42.00
• New York $27.00-36.00
• Ohio $26.50-36.00
• Vermont $29.50-40.00
• Washington $27.00-36.00
• Washington DC $29.50-40.00

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs.