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Job Details
2021-21517 -

Service and Support Specialist

Location(s): Remote
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

If you’re a highly motivated individual with a business background and excellent communication skills, we need you to help our customers complete their taxes using TurboTax. You’ll advance our goal of “Powering Prosperity Around the World” by providing expert guidance and explanations of tax and technical terms to our customers. You’ll also play an important role in our effort to enhance our brand by delighting our customers and empowering them to prepare their taxes.

What you'll bring

  • High quality customer interactions and experiences with a focus on creating “Net Promoters”.
  • Application of defined practices, procedures and company policies to troubleshoot, resolve issues and address routine Tax Support customer questions.
  • Exhibits a high level of acumen in the relevant computers, operating systems and software environment.
  • Actively contributes to the knowledge base content by linking, flagging and recommending updates.
  • Utilize and leverage government websites and toolkits to seek out and deliver the right answer to the agents and customers.
  • Document customer interactions and properly escalate issues that do not have a known resolution.
  • Represent the TurboTax brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes.

 Qualifications:

Essential Skills:

  • College degree a plus. The ideal candidate will have a background in business, finance, accounting, or tax
  • Excellent communication skills - Able to explain complex topics both in writing and speech
  • Critical thinking and problem solving
  • Persistence and determination
  • Willingness to utilize audio/visual tools to communicate with customers
  • Strong customer service skills with ability to empathize and instill confidence
  • Basic knowledge of tax laws and tax concepts
  • Some experience preparing federal, provincial and Quebec returns for individuals approximately 50 returns yearly (T1).
  • Some experience providing support in a call center environment a plus (WFH or on site).
  • Internship with a tax preparation firm a plus.
  • Experience and comfort in using computers for various tasks.

Bilingual (English/French) communication skills (written and spoken) a plus.

 

How you will lead

  • This is a year round customer facing position providing Tax Support to TurboTax front-line agents and customers.
  • Will help support agents who are working with customers on their tax return with both product/software inquiries, as well as with tax questions and calculations.
  • Will apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support investigations.
  • A key part of the Voice of Customer loop, critical in identifying and communicating customer pain points to the business.
  • Will also interact directly with customers utilizing strong written and verbal skills as well as deep customer empathy to resolve their issues.
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
Morag at work
Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Joylyn at work
Joylyn Intuit employee
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Breaunna at work
Breaunna Intuit employee
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
Chelsia at work
Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

Hear from our employees

Conrad De Peuter

Senior Data Scientist - Machine Learning Futures Group

Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.

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EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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