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 for 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 posses 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