Accountant Service and Support Expert

Overview:

Come join the Customer Success team as an Accountant Service and Support Expert, dedicated to supporting our highest-value partners: The Accountants who use QuickBooks Online Accountant and Intuit Accountant Suite to manage their clients’ business needs.

In this role, you will work in a fast-paced contact center environment, serving as the primary voice of Intuit for accounting professionals. This is a premium technical support position designed for high-performing experts where you will be the first line of support for our Elite and Premium ProAdvisors. You will engage with them primarily over the phone to solve their most critical business challenges, blending deep accounting knowledge with rapid troubleshooting skills to keep their firms running smoothly.

What You’ll Do

As an Accountant Service and Support Expert, you will move beyond transactional troubleshooting to provide holistic business solutions. You will:

• Fall in Love with the Problem: You don't just look for quick workarounds; you hunt for the root cause. You isolate why an error is happening to fix it permanently rather than alleviating the symptom with a band-aid.
• Enable, Don't Do: You are a technical support expert, not a bookkeeper for hire. Your goal is to unblock the accountant so they can do their job, using your knowledge of accounting workflows to speak their language and understand the urgency behind their request.
• Be Proactively Consultative: You look for the "unasked question." If you spot a setup error unrelated to the current call, you bring it up and solve it now to prevent a future callback.
• Bridge the Gap: You translate complex technical behavior into clear, accounting-focused explanations. You act as the link between the Customer and Engineering by documenting rigorous troubleshooting steps that prove where the software is failing.

Qualifications:

• Experience: Minimum 2 years of experience in a high-volume technical support or customer-facing role (e.g., Call Center, SaaS Support, or IT Help Desk).
• Technical Resourcefulness (Critical): Demonstrated ability to interpret complex technical documentation (e.g., Knowledge Base articles, SOPs) and apply that logic to solve unique customer problems. Must be willing to research and exhaust all written resources before escalating.
• Software Proficiency: Experience utilizing QuickBooks Online or other financial management software (Xero, Sage, NetSuite) is required.
• Payroll Expertise: Minimum 1 year of experience supporting Payroll software (Gusto, ADP, PayCycle) or an active Intuit Payroll certification is required.
• Accounting Knowledge: Functional understanding of financial terms (Assets, Liabilities, Equity) and transaction types (Debits vs. Credits). Previous experience with bookkeeping or tax preparation and attaining the Intuit Academy Bookkeeping Certification through the Intuit Academy is a strong plus.
• Consultative Communication: Ability to explain complex technical details to financial professionals clearly and confidently. You must be able to drive a conversation forward and "speak the language" of an accountant, not just react to questions.
• Documentation Skills: Strong written communication skills with the ability to capture detailed, logical case notes that outline the specific steps taken to reproduce an error (e.g., "Clicked X, saw Error Y").
• Tech Savvy & Multitasking: Ability to leverage multiple screens, troubleshoot browser/device issues, and type quickly (60+ WPM or equivalent data entry proficiency) while actively engaged in conversation.
• Certifications: An active QuickBooks Level 1 Certification. CPA, EA, JD, and/or CPB is preferred, not required.

Responsibilities:

• Operational Efficiency & Occupancy: Maintain high availability to assist customers by rigorously managing phone states. You are expected to maximize "Available" time and minimize non-productive statuses (such as After Call Work or Extended Research) by troubleshooting and documenting efficiently while the customer is on the line.
• Performance Accountability: Manage a high-volume workflow of inbound phone calls while meeting key performance indicator targets including Issue Resolution (IR), Transactional Net Promoter Score (TNPS), Service Quality Score (SQS), Transfer Rate, Average Handle Time (AHT), and Occupancy.
• Real-Time Documentation: Capture detailed, high-quality case notes during the interaction. You will be expected to multitask—listening, troubleshooting, and typing simultaneously—to ensure you are ready to support the next customer after resolving the current customer problem.
• Advanced Troubleshooting: Utilize deep product knowledge and resourcefulness to research and resolve complex issues. This includes reading detailed support articles in their entirety and applying logical deduction to isolate variables.
• De-escalation & Advocacy: Navigate high-pressure situations with frustrated customers. You will use high-empathy communication to de-escalate emotions while simultaneously driving the technical resolution forward.
• Next Issue Avoidance: Actively audit the customer’s setup during the interaction to identify and resolve latent issues before they become blockers, ensuring a seamless experience after the call ends.