Service and Support Representative
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
We have an exciting opportunity on a team that is driving transformational assisted care experiences. We are looking for a candidate who has passion for delivering extraordinary experiences for our customers. Come join Intuit as a Service and Support Representative as one of our Frontline experts in the Professional Tax Group.
Responsibilities
- Resolve customer inquiries using all channels of support
- Learn and utilize specific software tools and problem-solving strategies to solve customer issues and continuously improve our processes
- Uses effective probing questions to understand customer problems. Takes ownership of finding solutions by using available resources. Provides end-to-end solutions when possible
- Can self-identify and prioritize their time for the greatest customer impact
- Comfortable being an advisor and make recommendations that help grow the customer power prosperity
- Do the right thing for the customer. Ensure that they have the tools and knowledge they need to run their business
- Meets customers "where they are" by using relatable language and tailoring their communication based on the customers' level of tax and industry knowledge while supporting the Intuit Brand
- Uses rapport and de-escalation skills to work through difficult situations while creating out of the box solutions
- Displays a growth mindset by seeking to learn new tools and industry knowledge
Qualifications
- Previous experience in technical support driving extreme customer engagement in a high velocity environment
- Relationship management and knowledge of the tax industry is preferred.
- Must possess intermediate computer skills including windows desktop applications
- Excellent analytical, problem solving and interpersonal skills to deliver high customer satisfaction
- Detail oriented, excellent verbal and written communication skills, with the ability to create processes in a computer system using multiple screens of data
- Inspires confidence while leading customers through multiple steps to resolve issues via multiple channels
- Ability to manage multiple priorities within a fast paced and high-volume environment
- Ability to work virtually in a collaborative environment with a mixed hybrid and remote team while independently working with customers
- High School or GED is required
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is 64,480, 49,670, Bay Area California $70,720, Southern California $64,480, 52,000, Washington D.C. $47,840. 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 Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
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