Senior Service and Support Specialist

at  Intuit

OVERVIEW

Come join Expert Network as a Data Services Specialist for the SBSEG Supportability team.
As a Data Services Specialist you will bring detailed knowledge of, and solutions to, customer problems and initiatives addressing opportunities in the end to end customer experience. As a Data Services Specialist, you will troubleshoot, understand and collect/analyze both quantitative and qualitative data on complex issues working towards finding solutions once and sharing broadly with customers and peers alike. Specialists are expected to use their knowledge and experience when providing insights and contributing to projects to ensure positive support experience when bringing on new tools, processes, content or training.
In this essential role, you will contribute to the delivery of awesome customer experiences, as well as product and process improvements. The Data Services team often works in imperfect situations, yet we strive to deliver excellence to all of our customers. In the Specialist role, resourcefulness, creative problem solving, confidence, relationship building, capturing and providing actionable feedback, good decision making, moving quickly, and being bold yet considerate, are all necessary qualities. Innate desire to understand the why and how behind the flow of data across platforms and technology. Leverages deductive reasoning, knowledge, and resources across multiple tools to detect and solve data abnormalities. If this doesn’t describe you 100% and you are not ready to give it your all, this isn’t the job for you. We can’t promise it will be easy, but we can promise it will be time well spent.

PROBLEM SOLVING SKILLS

• Strategic thinker
• Innovation savvy, test and learn new ideas
• Flexibility, Adaptability and Resilience
• Feels comfortable challenging current and new processes using the customer lens
• Actively contributes to innovation by participating in testing and prototyping opportunities to improve customer experiences.
• Interprets and responds to quantitative/qualitative data and crafts recommendations/innovates based on that data

QUALIFICATIONS

• Comfortable assisting escalated situations and in a fast paced environment
• Balance Priorities and work independently
• High Emotional Intelligence with a strong attention to detail
• Excellent problem-solving skills with demonstrated ability to solve for customers
• Self-starter, who needs little day to day oversight and can function in a highly matrixed, remote environment
• Coding and scripting knowledge to programmatically work with data is a plus. Embraces feature innovation and applies a novel technique that leads to tangible improvement in a measurable customer benefit or Intuit-specific problem.
• Ability to solve for the most complex and elevated customer inquiries where analysis of situations or data requires a review of a variety of factors
• Early adopter of new tools and techniques and learns by experiments. Looks for ways to automate and simplify tasks/validation of security controls in the feature or area they’re working on that are manual and mundane. Brings fresh perspective into new ways of doing existing tasks.
• Minimum of 2 years’ experience in QuickBooks Desktop, Online or Accountant Product knowledge is a plus

Please refer the Job description for details