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Job Details
2021-26279 -

Seasonal Supportability Specialist

Location(s): Remote
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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.

Overview

Seasonal Supportability Specialists are part of a cross-organizational team responsible for providing business insights and investigating potential product defects, helping to resolve escalated customer experiences, and ensuring existing agent processes are being followed correctly.  We provide recommendations to the business that may involve refining existing processes, changes to the customer and agent experience, and agent tool recommendations.

The role of a Seasonal Supportability Specialist is to support the organization by delivering data-based insights and recommendations on product defects, agent discounts experiences, and poor customer experiences.  This is accomplished by reviewing escalated product investigations, contact case details, listening to calls and utilizing existing reporting to summarize themes and trends on agent-initiated discounts, refunds, and product defects. 

We champion world-class customer experiences through identifying, confirming, and delivering insights that drive action and restore the agreements that the Consumer Group committed to uphold with our TurboTax customers, employees, partners and shareholders. As a Supportability Specialist, you will be responsible for assisting customers that were unable to resolve issues through normal support channels. 

What you'll bring

  • Exceptional written and verbal communication skills.
  • Strong attention to detail.
  • Ability to multitask and adapt to a rapidly changing environment.
  • Takes initiative and is a self-starter.
  • Collaborative within team and across teams.
  • Critical thinking and problem solving skills.
  • Analytical mindset.
  • Microsoft Office and Google Docs proficiency.
  • Moderate to advanced computer proficiency.
  • Experience supporting TurboTax within the past 2 years or income tax experience preferred. 

The work schedule may include at least one day per weekend during tax season between mid-January and mid-April. 

How you will lead

What you’ll do as a Supportability Specialist:

 

  • Examining data to identify trends and insights.
  • Recommending actions for product and process changes to drive solutions to negative outliers or trends.
  • Flagging violations of processes and procedures.
  • Collaborating across teams to investigate, identify, research, and recommend solutions to negative customer and agent experiences and product defects; which will include contacting customers.
  • Create business analyses on agent variance.
  • Analyze data through existing reporting.
  • Recommend actions to drive solutions for the agent and customer experiences.
  • Investigate, Identify and analyze root causes of product and agent related trends.

 

Key Expectations and Deliverables:

 

  • Meets deadlines and commitments.
  • Communicates in a timely and responsive manner.
  • Punctual and reliably shows up to work/meetings.
  • Meet established cycle times and metrics.
  • Gives and accepts feedback from peers and supervisor(s).
  • Develops mitigation plans for unresolved customer problems.
  • Connects with customers to troubleshoot as a method for defect identification and de-escalation. 
  • Prioritizes recommendations for process or product improvements.
  • Authors containment and solution knowledge articles.
  • Exercises judgment within defined procedures and practices, to determine appropriate action.
  • Builds productive internal and external working relationships.
  • Able to work independently when necessary and understands work will be reviewed for quality.
  • Understands influence and decisions that impact the customer experience. Decisions impact both personal and team deliverables.
  • Works closely with external business partners (when relevant to the offering).
  • Data-driven insights and agent experience analyses.
  • Explanation and commentary of Discounts and Refund variances.
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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."
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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."
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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."
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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."
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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."
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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
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"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."
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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."
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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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