Service and Support Representative

Company Overview

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

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, 52,083. 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.

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