Next Level Help Expert

Intuit Inc.; United States; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit offers a redesigned Next Level Help experience where you act as the final resolution path for complex product issues, owning escalations from start to finish and delivering expert-level support.

You will collaborate with Product Support and the Next Level Help team, identify trends, advocate for customers, and drive improvements to processes and our knowledge base.

Qualifications

• Minimum of 3+ years in a technical support or related role.
• Deep product expertise in at least two of: QuickBooks Online (QBO), QBO Advanced or Accountant, Online Elite Payroll, or QuickBooks Time.
• Ability to own situations and make sound decisions quickly with minimal data.
• Customer-focused mindset with empathy and determination for optimal outcomes.
• Excellent verbal, written, and interpersonal communication skills.
• Proficient with office tools (Excel, GSuite); deep knowledge of Salesforce and CS Server.
• Basic or intermediate knowledge of accounting principles is a plus.

Responsibilities

• Act as the final resolution path for customers with complex or escalated product issues.
• Serve as a critical escalation point, guiding customers with empathy and determination, identifying trends.
• Contribute to continuous product and process improvements to get 1% better daily.
• Partner with peers across Product Support and the Next Level Help organization; articulate issues and remedies clearly.
• Advocate for the customer, using insights to influence future support strategies and roadmaps.

Skills

Escalation management

QB0 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

In this critical role, you'll be instrumental in delivering extraordinary customer experiences and spearheading product and process improvements. Our team consistently navigates complex challenges with dedication to excellence, always striving to exceed customer expectations. Key to success are qualities such as resourcefulness, innovation, confidence, and strong relationship-building. Additionally, providing actionable feedback, making decisive choices, reacting promptly, and tackling obstacles with boldness and care are essential. Seize this chance to significantly influence our dynamic and energetic environment.

• 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.

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.