Next Level Help Expert

Intuit; Rossville (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

Intuit is hiring a Next Level Help Expert to lead escalated, highComplexity product issues with ownership from escalation to resolution. You will work to eliminate fragmented experiences and reduce hold times, delivering an expert-led support journey that helps customers get back to running their business quickly.

The role requires 3+ years in technical support, deep knowledge of at least two QBO family products or related tools, and strong problem solving, communication, and adaptability

Qualifications

• Minimum of 3+ years in a technical support or related role.
• Deep product expertise in at least two of: QuickBooks Online/Advanced/Accountant, Online Elite Payroll, or QuickBooks Time.
• Ability to own a situation and make quick, sound decisions with minimal data.
• Customer-focused mindset with empathy and determination for the best outcome.
• Excellent verbal, written, and interpersonal communication; able to explain issues and remedies clearly.

Responsibilities

• Act as the final resolution path for complex or escalated product issues.
• Serve as a critical escalation point, guiding customers through complex situations with empathy.
• Contribute to continuous improvement of products, processes, and people by aiming to improve 1% daily.
• Collaborate with peers across Product Support and the Next Level Help organization.
• Advocate for the customer and use insights to influence future support strategies and roadmaps.

Skills

Escalation management

Customer focus

Problem solving

Communication

Adaptability

Experience in support

Accounting knowledge (basic)

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.