Next Level Help Expert

Intuit; Lincoln (NE); On-site; USD 34,000 - 47,000; Full time

Job summary

Intuit seeks a Next Level Help Expert to lead complex product issue resolutions, owning escalations from start to finish. You will leverage deep product knowledge to guide customers and educate peers, delivering rapid, expert-led support and reducing hold times.

The role emphasizes proactive problem solving, empathy, and collaboration with Product Support and other teams to improve processes and customer outcomes.

Qualifications

• Minimum of 3+ years in a technical support or related role with a track record of escalating and resolving customer issues.
• Deep product knowledge in QuickBooks Online or related modules is preferred.
• Ability to own issues, make decisions, and guide customers through complex situations.
• Customer-first mindset with empathy and determination to achieve optimal outcomes.
• Excellent verbal and written communication, and ability to convey remedies clearly.
• Proficiency with office tools and familiarity with expert tools like Salesforce and CS Server.
• Ability to manage multiple priorities in a fast-paced environment.
• Basic or intermediate accounting knowledge is a plus.

Responsibilities

• Serve as final resolution path for complex product issues with direct, expert-level support.
• Act as escalation point, identify trends, and raise awareness when needed.
• Contribute to product and process improvements with a 1% daily mindset.
• Collaborate with peers across Product Support and Next Level Help organization.
• Advocate for customers and influence future support strategies and roadmaps.

Skills

Customer escalations

Problem solving

Communication

Office tools

Salesforce

CS Server

Adaptability

Accounting knowledge

Tools

Salesforce

CS Server

Excel

GSuite

Job description

Overview: We are seeking a dynamic and results-oriented Next Level Help Expert to join our team. You will be at the forefront of a revolutionary new support model, designed to provide customers with faster, more effective resolutions for their most complex product issues. This role is a complete redesign of our support, consolidating and centralizing our expert knowledge into a single, dedicated team. As a Next Level Help Expert, you will take full ownership of a customer's issue from the moment it's escalated, serving as the final resolution path. You will be instrumental in eliminating fragmented experiences and lengthy hold times, providing a seamless, expert-led experience that gets customers back to running their business faster than ever before.

Qualifications

• Experience & Role Modeling: Minimum of 3+ years of experience in a technical support or related role, with a proven track record of successfully managing customer escalations and driving satisfaction.
• Expert Knowledge: Deep product expertise in at least two of the following: QuickBooks Online (QBO), QBO Advanced or Accountant, Online Elite Payroll, or QuickBooks Time.
• Problem Solving & Ownership: The ability to recognize a situation, own it, and make sound decisions quickly, often with minimal data. Must be proactive, pragmatic, and solution-oriented while guiding and educating customers through complex situations.
• Customer Focus: A customer-obsessed mindset and demonstrated skill in handling challenging situations with empathy and determination for an optimal outcome.
• Communication: Excellent verbal, written, and interpersonal skills, capable of articulating a compelling argument or a clear description of an issue and its associated remedy to customers and internal leaders.
• Technical Proficiency: Must be competent in the use of office tools (Excel, GSuite, etc.), as well as possess deep knowledge of expert tools like Salesforce and CS Server.
• Adaptability: Ability to manage multiple priorities within a fast-paced, high-volume environment and maintain flexibility to adapt as business needs evolve.
• Preferred: Basic or intermediate knowledge of accounting principles is a plus.

Responsibilities

• Customer Resolution: Act as the final resolution path for customers with complex or escalated product issues, providing direct, expert-level technical support.
• Problem-Solving & Escalation: Act as a critical escalation point, helping customers navigate complex situations with empathy and determination. Identify emerging trends and take appropriate actions to raise awareness.
• Continuous Improvement: Contribute to the improvement of our products, processes, and people with a continuous improvement mindset, striving to get 1% better every day.
• Collaboration: Partner with peers across Product Support and the Next Level Help organization. Articulate issues and associated remedies effectively to customers, agents, and leaders.
• Customer Advocacy: Act as a strong advocate for the customer and ensure their voice is heard, using customer insights to influence future support strategies and product roadmaps.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is

Compensation

• California (Bay Area): $29.50 - $34.47
• Southern California: $29.50 - $34.47
• Colorado: $28.00 - $32.83
• Hawaii: $29.50 - $34.47
• Illinois: $28.00 - $32.83
• Maine: $25.00 - $29.54
• Maryland: $28.00 - $32.83
• Massachusetts: $29.50 - $34.47
• Minnesota: $25.00 - $29.54
• New Jersey: $29.50 - $34.47
• New York: $29.50 - $34.47
• Ohio: $25.00 - $29.54
• Vermont: $28.00 - $32.83
• Virginia: $28.00 - $32.83
• Washington: $29.50 - $34.47
• Washington, DC: $28.00 - $32.83

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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.