Supportability Specialist
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 are seeking a highly skilled and motivated Supportability Expert to join our team. The ideal candidate will demonstrate skills encompassing customer advocacy, product expertise, complex problem solving, operational rigor, and effective communication. This role requires an in-depth understanding, and ability to identify customer needs that contribute to the development of end-to-end solutions to improve usability, customer experience and influence retention.
Responsibilities
- Exhibit customer obsession and seek to understand customer needs, problems and goals by utilizing data and customer insights
- Role model and embed Intuit values and behaviors into all outcomes delivered
- Utilize internal processes, tools, and systems for on-time delivery while managing and accessing deliverables with metrics
- Continuously challenge the effectiveness of internal processes, tools, and systems, recommending and driving changes with speed and clarity
- Demonstrate a deep understanding of the organization's strategy and priorities that support business outcomes
- Actively and appropriately influence and support cross-functional teams
- Seek guidance for prioritization and review of deliverables when appropriate
Qualifications
- Experienced working customer escalations, Tier 2, 3, and next level chat with product escalations
- Proven track record of recent accomplishments relative to role
- Proactive thinking with AI skillsets, and proven troubleshooting skills
- Strong communication skills, and customer focused
- Customer-obsessed with a passion for delivering and advocating for incredible customer experiences
- Self-motivated and results -driven individual, highly committed to continuous learning and development
- Ability to manage multiple priorities within a fast-paced environment
- Experience in data analytics. Able to synthesize multiple data sources, detect themes, and identify root causes. Can translate findings into meaningful business opportunities
- Strong ability to quantify the impact of proposed or implemented changes
- Excellent verbal and written communication skills
- Ability to simplify complex topics, inspire confidence, and drive appropriate outcomes for internal and external customers
- Passion for technology and eagerness to learn new skills to grow and ignite innovation
- Ability to develop and communicate technical and business requirements, business cases and other findings at all levels within an organization
- Strong skills in MS Office applications, Data analytics tools and desire to learn and utilize new technologies and AI capabilities
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