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Job Details

2020-16445 -

Accounting Support Specialist/Especialista de Suporte a Contadores

Location(s): Brazil
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Join the Intuit Customer Success team as an Accounting Support Specialist to help us be known for the best customer support in our field. We support small businesses, accountants, and self-employed individuals in Brazil. We’re looking to grow our team of talented individuals to help optimize the support experience and help us ensure that we do this in the best way possible.

As anAccounting Support Specialist, you will be pivotal in delivering an awesome product and service experience for customers using our online suite of products in the most optimal way for our customers and the business. Be a customer ambassador who lives and breathes our Intuit values and is passionate about creating a uniquely positive customer experience while reducing customer friction.

The Customer Success team provides customer support for the QuickBooks Online, QuickBooks Desktop, and QuickBooks Self-Employed software for accountants, small business owners, and self-employed individuals in Brazil.

TheAccounting Support Specialist role in our teams has a customer backed mindset, combined with strong analytical and problem solving skills to solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend their service and product experiences. You will work in partnership with our frontline team service and support teams and Acts as a benchmark for partner performance / alignment.

What you'll bring

 

  • Two to three years of experience in Customer Success or Support, ideally in banking, financial or accounting fields, or supporting SAAS solutions.
  • Previous knowledge in accounting
  • Customer-focused, with strong empathy and a passion for delivering the best possible customer experience.
  • Excellent computer skills and ability to quickly familiarize yourself with the products, techniques and processes, and to apply the knowledge acquired.
  • Excellent analytical skills, good listener with advanced skills in problem solving.
  • Very high level of engagement resulting in low absenteeism rate.
  • Willingness and ability to contribute to the achievement of the objectives of the team and the company while respecting people and maintaining integrity without compromise.
  • Excellent Portuguese communication skills, oral and written. Advance English.
  • Previous experience in accounting or financial services, or an understanding of the principles of accounting is helpful.
  • Familiarity with CDI/D4D and practices methods often.
  • Having worked in an accounting office can be a plus.

How you will lead

Be the ambassador of Intuit by delivering exemplary Service & Support to our Customers.

  • Build customer confidence in every interaction, be it over chat, email, phone, social media or Live Community including other innovative channels of the future.
  • Learn and utilize specific software tools and problem solving strategies to resolve customer issues, and contribute to continuously improving processes.
  • Meet monthly and quarterly KPI’s as outlined in your input goals.
  • Embody the voice of the customer in our team and help focus attention on user’s pain points in order to prioritize and resolve them.
  • As a customer success service and support specialist, ensure that customers are able to derive the best value from our products and services.
  • Become a subject matter expert in the domains addressed by our products.
  • Work in partnership with internal and external stakeholders to deliver a delightful customer experience.
  • Provide clear and precise documentation, case by case in the database of customer records and knowledge sharing.
  • Analyze the Voice of the Customer to understand the root cause of issues, and work towards eliminating them at source.
  • Raise possible systemic issues to the ACE role for further investigation.
  • Deep dive with customers through your interactions to capture additional insights that determine value vs failure interactions.
  • Participate in additional activity beyond direct customer interactions as required and described by your local market. Acts as a local test bed for experiments from the Digital Delivery and CX Program channels. Previous knowledge in account will be a differential

 

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