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 ). 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.

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