Senior Technical Support & Escalation Lead (IES)

Intuit; Atlanta (GA); On-site; USD 26,500 - 54,000; Full time

Benefits offered by this job

Cash bonuses

Equity rewards

Comprehensive benefits package

Job summary

A leading financial software company is seeking a Senior Service & Support Specialist in Atlanta, Georgia. This technical role involves providing expert-level support for complex customer issues, mentoring Tier 1 agents, and collaborating with product teams to identify and resolve system defects. Ideal candidates will have in-depth knowledge of QuickBooks products, strong analytical skills, and excellent communication abilities. A competitive compensation package is offered, including potential bonuses and equity rewards.

Qualifications

• Deep product expertise in QuickBooks Online variants required.
• Strong analytical and decision-making skills essential.
• Excellent problem-solving abilities are necessary.
• Experience in coaching and mentoring others is crucial.

Responsibilities

• Deliver expert technical support for complex issues.
• Mentor Tier 1 agents to improve performance.
• Analyze data to recommend product improvements.
• Manage escalations effectively.

Skills

Deep product expertise

Analytical skills

Coaching and mentoring

Problem-solving abilities

Customer-obsessed approach

Communication skills

Organizational skills

Flexibility and adaptability

Education

Basic to intermediate understanding of accounting principles

Tools

Excel

PowerPoint

GSuite

Salesforce

Job description

A leading financial software company is seeking a Senior Service & Support Specialist in Atlanta, Georgia. This technical role involves providing expert-level support for complex customer issues, mentoring Tier 1 agents, and collaborating with product teams to identify and resolve system defects. Ideal candidates will have in-depth knowledge of QuickBooks products, strong analytical skills, and excellent communication abilities. A competitive compensation package is offered, including potential bonuses and equity rewards.