Senior Service & Support Specialist (tier 2 - IES) - Remote Eligible

Tier 2 Senior Service & Support Specialist

Come join the Global Business Solutions Group (GBSG) as a Tier 2 Senior Service & Support Specialist for the Intuit Enterprise Suite (IES) team.

This is a highly technical role that serves as the end of the line for complex issues. You will take on the most nuanced technical challenges, providing advanced support to both internal teams and customers. You will work closely with Product, Engineering, and Tier 1 Support, helping define, diagnose, and escalate issues that may be product defects while contributing to continuous improvement across all teams.

What You'll Do

As a Tier 2 specialist, you will go beyond traditional support by providing leadership, insight, and technical expertise. You will:

• Deliver expert-level technical support and troubleshooting for complex issues.
• Investigate, validate, and document potential bugs and partner with Product and Engineering teams to ensure timely resolution.
• Identify recurring issues, trends, and process gaps to improve product quality and agent performance.
• Provide mentorship, guidance, and real-time coaching to Tier 1 agents to enhance customer experiences and technical accuracy.
• Collaborate across teams to strengthen feedback loops and drive product and process improvements.
• Advocate for both customers and internal teams by ensuring their voices are represented in system and process enhancements.

Responsibilities

Responsibilities

• Provide in-the-moment support to Tier 1 agents and Customer Success Managers (CSMs) across IES products including QBO, Payments, Elite Payroll, and QuickBooks Time.
• Utilize deep product expertise and system knowledge to fully resolve customer issues and manage escalations.
• Act as a team point of contact by supporting managers (M1s), assisting with escalations, and modeling best practices in customer engagement, decision-making, and productivity.
• Capture, analyze, and interpret data from key sources to identify trends, validate hypotheses, and recommend improvements.
• Mentor and coach agents by applying proven coaching models (e.g., GROW, ASAP, SBI) to enhance accountability, performance, and results.
• Partner with cross-functional teams such as Supportability, Product, Compliance, and Learning & Development to drive systemic improvements across Products, Processes, and People (3P).
• Contribute to process improvement efforts by identifying friction points, proposing enhancements, and communicating data-backed insights.
• Support and role model change leadership by helping teams adapt to new systems, tools, and workflows, and by creating SOPs or best practices where needed.
• Act as a super user during major tool or system updates and provide structured feedback to project teams.
• Provide escalation support for Out of Policy (OOP), BBB, and Executive-level cases, ensuring issues are fully resolved and documented with actionable feedback.

Qualifications

Qualifications

• Deep product expertise in at least two of the following: QuickBooks Online (QBO), QuickBooks Online Advanced or Accountant, Quickbooks Payments, Online Elite Payroll, or QuickBooks Time.
• Strong analytical and decision-making skills with the ability to act quickly and effectively, even with limited data.
• Demonstrated coaching and mentoring skills, including the ability to give clear, actionable feedback using the SBI model.
• Excellent problem-solving abilities and a proactive, solution-oriented mindset.
• Customer-obsessed approach, with empathy and professionalism in handling complex or sensitive situations.
• Exceptional written and verbal communication skills, with the ability to convey technical details clearly to various audiences.
• Proficiency with Excel, PowerPoint, GSuite, and agent tools such as Salesforce and CS Server.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, high-volume environment.
• Flexibility and adaptability as business needs evolve.
• Ability to interpret and communicate insights derived from data, including any limitations.
• Basic to intermediate understanding of accounting principles is preferred.