Senior Service and Support Specialist

Job Overview

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

The IES Tier 2 position provides an opportunity to contribute to the leadership of a team as well as delivering technical support to frontline agents.  In this role, you will go beyond the traditional Next Level Help realm of providing in-the-moment support to Tier 1 agents, to constantly looking for ways to improve our products, processes and people by identifying trends, coaching agents and influencing training enhancements, contributing to product and process improvement activities, cheerleading change, and being an advocate for our customers and agents.  This is a multifaceted role that provides exposure to leadership and technical aspects of supporting Onboarding Tier 1 teams, providing insights that can help develop and prepare agents for roles in management, supportability, or other disciplines.

In this essential role, you will contribute to the delivery of awesome customer experiences, as well as product and process improvements.  The IES Tier 2 team often works in imperfect situations, yet we strive to deliver excellence to all of our customers.  In the Tier 2 role, resourcefulness, creative problem solving, confidence, relationship building, capturing and providing actionable feedback, good decision making, moving quickly, and being bold yet considerate, are all necessary qualities.

Responsibilities

• Provide in-the-moment support to Tier 1 agents and Customer Success Managers (CSM) in IES including QBO, Payments, Elite Payroll and QuickBooks Time, utilizing deep product expertise and knowledge of all necessary systems, tools and processes needed to fully resolve all customer issues, and handling customer escalations.

• Act as a team POC by directly supporting a team's M1 in getting the best out of the team. Provide leadership coverage during manager absences. Support customer escalations as needed.  Assist agents as needed.  Provide a positive role model for the team (e.g. remaining focused on our customers’ experience and displaying a sense of urgency, making good decisions, keeping productive, complying with our attendance policy, etc.).

• Capture, access, interrogate and analyze data by understanding our primary data sources, how to use them, and what the data means. Capture data if no formal source exists. Identify trends and opportunities for improvement.  Use data to quantify and validate issues that may already be understood intuitively and make appropriate decisions. Communicate learnings to relevant teams quickly to drive improvement.

• Mentor, guide, coach and develop agents by identifying underperforming or struggling agents and providing tailored support to improve their performance and lift the team. Understand basic coaching methodologies (e.g. GROW/ASAP) and apply them to drive accountability and results. Boldly and compassionately provide feedback (using the SBI model) and coaching on behavioral issues. Provide insights to M1s as well as proposed solutions for improvement, and work cooperatively with M1s to create and implement effective improvement plans.

• Partner with other groups (Supportability, PTO, Compliance, Underwriting, L&D, etc.) to develop a deeper understanding of the role they play in improving Products, Processes and People (3P). Provide insights that expand other groups' understanding of systemic or emerging issues.

• Influence process improvement by respectfully challenging core processes with an eye to continual improvement. Gather data and feedback and engage the relevant process owners as needed to share the customer and agent perspective in support of improving experiences for all.

• Role model change leadership, providing direct support to frontline and project teams in support of improvements to systems, tools and processes, and helping the team navigate through changes. Create SOPs and define best practices. Act as super users when significant updates to systems and tools are released, and work directly with project teams to provide insights on performance and the agent perspective.

• Provide critical escalation support for OOP, BBB and Executive escalations. Work directly with sales, customers and other teams to fully resolve and document issues. Provide feedback on the experience and suggestions on how to improve moving forward.

Qualifications

• Deep product expertise in at least two of the following: QBO, Advanced or Accountant, Online Elite Payroll, QuickBooks Time is essential, with deep expertise in QuickBooks and other Intuit products (especially Payroll) desirable.
• The ability to recognize a situation, own it and make sound decisions quickly, often with minimal data and direction.
• Strong coaching skills, with the ability to boldly identify areas of opportunities and provide feedback using the SBI model to initiate, drive and support agent development.
• Excellent problem-solving skills, proactive, pragmatic and solution oriented, able to think on their feet while guiding and educating others through complex situations, while spotting emerging trends and taking appropriate actions to raise awareness and drive durable solutions.
• A customer obsessed mindset and skill in handling challenging situations with empathy and determination for an optimal outcome is a must.
• Excellent verbal, written and interpersonal skills, capable of building alignment with others and articulating a compelling argument or description of an issue and associated remedy to customers, agents and leaders.
• Excellence in their current core role, demonstrated ability as an outstanding role model and change leader to their peers, and capable of holding consultative conversations with customers on all relevant Intuit offerings.
• Must be competent in the use of Excel, PowerPoint, GSuite and other office tools, as well as deep knowledge on the use of agent tools (Salesforce, CS Server, etc.).
• Ability to manage multiple priorities within a fast paced and high-volume environment and make good decisions quickly (sometimes in the absence of concrete data).
• Flexibility to adapt and thrive as Intuit’s business needs evolve.
• Ability to articulate any limitations of data, as well as identify customer insights from data.
• Basic/intermediate knowledge of accounting principles preferred.