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

Supportability Specialist (Payroll and Payments Investigations)

As a Supportability Specialist on the Payroll and Payments Investigations team, you will bring detailed knowledge and solutions to customer problems based on both quantitative and qualitative data analysis. You will troubleshoot, understand, and collect data on complex issues, working to find a "solution once" and sharing it with the many through various channels.

In this role, you are a vital resource in maintaining the integrity of the product ecosystem by managing Product Investigations (INV). This in-depth process aims to resolve product defects that impact customers, revenue streams, or brand reputation by diagnosing root causes and formulating effective solutions.

Responsibilities

Product Investigation (INV) Management: Manage the INV process by gathering information from customer feedback and internal reports to diagnose root causes and provide visibility into product quality.
Defect Resolution: Partner closely with Product Development teams to review and resolve customer-facing bugs while providing critical support to front-line experts.
Escalation & Leadership: Act as a team Point of Contact (POC) and escalation handler, providing leadership coverage and mentoring agents to uplift team performance.
Data Utilization: Master data environments using Splunk and SQL to capture, access, and analyze key insights that drive systemic improvements across Products, Processes, and People (3P).
Operational Excellence: Manage investigation volumes to ensure all service level agreements (SLAs) with dependent teams are met.
Continuous Improvement: Identify trends and deliver insights that drive product and process enhancements, creating standard operating procedures (SOPs) as a super user for updates.

Qualifications

Qualifications & Expertise

Deep Domain Knowledge: Highly skilled specialists with extensive experience within the product ecosystem, capable of identifying solutions beyond standard product defects.
Technical Toolset: Proficient in sophisticated tools including Jira, SQL, Splunk, Sentinel, CS Server, Expert Access, OBill, Salesforce, and the Google Suite.
Advanced Problem Solving: Critical thinking abilities to navigate challenging scenarios and break down complex problems into actionable components.
Strategic Communication: Adept at delivering tailored messages to customers, frontline agents, and engineering teams while facilitating advantageous brand conversations.
Operational Rigor: Ability to balance multiple priorities independently, assessing issue urgency in relation to customer impact to meet critical deadlines.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

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