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Job Details
2022-34697 -

Service & Support Specialist

Location(s): Toronto, Canada
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Company Overview

Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, 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

Come join the Canadian QuickBooks Online Accountant & ProFile Assisted Delivery Team as a Service and Support Specialist. The Assisted Delivery Team is part of the Global Customer Success organization.  This is an exciting opportunity located in Toronto where the role involves supporting the front line team handling premium inbound and outbound Accountant contact types.  We are looking for Experts with Customer Obsession who can live and breathe our Intuit values, are about creating a uniquely positive customer experience.

If you have a commitment to excellence, a desire to delight customers and want to be a member of this team, read on!

Qualifications

  • Bilingual experience strongly preferred – French & English.  Candidates who are bilingual French will be taken into consideration first.
  • 2-3 years technical support experience with an emphasis on providing excellent service in a customer care role in banking, financial, SaaS or accounting role is highly desired.
  • Bachelor's degree is preferred with technical or computer background.
  • Strong computer skills and ability to learn company products, techniques and processes quickly in training environment and have the ability to transfer learning to work environment.
  • Excellent problem-solving skills and the ability to learn Intuit products.
  • Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basis.
  • A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals.
  • Excellent analytical skills, ability to determine from a complex set of variables how to resolve issues.
  • Excellent verbal, written communication skills and effective listening skills, and inspire confidence while leading customers through the steps to resolve issues via phone and email

Soft Skills:

 

Communications

  • Ability to set clear communication within the team, partners, and customers across the organization, being the Voice of the Customer.
  • Excellent written and verbal communication in French and English
  • Understand Intuit´s Voice and Tone and summarize content in a clear and crisp way.

Customer-Centric

  • Always has customer needs as first priority. Be flexible to guarantee the best outcome for the customer aligned with Intuit´s values
  • Curiosity about the customer and genuinely wants to ease their pain points
  • Ability to de-escalate customer issues; working in stressful environments

Process & Procedures Oriented

  • Deep understanding of internal process and procedures and supports its continuous improvement, following Intuit´s playbook

Sense Of Urgency/Bias-To-Action

  • Work under pressure, fire-fighting, get done now, ability to multi-task and prioritize
  • Self-starter—can figure it out with limited info
  • Can learn quickly, pick things up
  • Time management

Responsibilities

  • Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others.
  • Develop a deep understanding of product, learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.
  • Resolve Accountant customer inquiries by phone, chat, text and email.
  • Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes. 
  • Technical mentoring: teaches and provides technical support to front-line agents
  • Clear and concise case documentation in the knowledge share database.
  • Handles multiple tasks, switches priorities and focuses as needed.
  • Do the right thing for the customer. Ensure that they have the tools and knowledge they need to run their business.
  • Identify opportunities to help bring the voice of the customer (VOC) back to the business to drive improvements and changes across the globe.
  • Think outside the box to solve big customer problems with resources available.
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."

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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We currently require employees who come onsite be vaccinated. If you are not sure if this role is hybrid, please talk to your recruiter to confirm. Unless prohibited by applicable law, full vaccination against COVID-19 is a requirement for any position at Intuit that necessitates coming onsite and/or in-person business activity. Qualified applicants who would like to request an accommodation (exception) on the basis of a qualifying medical condition/disability or sincerely-held religious belief should contact TalentAcquisition@intuit.com

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Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.

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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