Service and Support Specialist - Toronto, Canada - Intuit

Intuit

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Come join the Customer Success team as a Service and Support Specialist.

As a Service and support specialist, you will be responsible for verifying product issues reported by front line support and working closely with multiple product teams to get issues resolved in a timely manner.

A times, you will also be working directly with the customer to troubleshoot and solve complex problems.

What you'll bring:

1 or more years support experience with an emphasis on providing excellent service in a customer care role in banking, financial, or accounting role is highly desired
Bachelor's degree is preferred with technical or computer background
Strong computer skills and ability to learn company products, techniques, and processes quickly in training environment and have the ability to transfer learning to work environment.
Excellent problemsolving skills and the ability to learn Intuit products
Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities daily
A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals
Excellent analytical skills, ability to determine from a complex set of variables how to resolve issues
Previous experience in SaaS onboarding is desired
High school diploma or GED is required

Skills

Communications
Ability to set clear communication within the team, partners, and customers across the organization, being the Voice of the Customer.
Excellent written and verbal communication in English
Understand Intuit ́s Voice and Tone and summarize content in a clear and crisp way.
Customer-Centric
Always has customer needs as first priority. Be flexible to guarantee the best outcome for the customer aligned with Intuit ́s values
Curiosity about the customer and genuinely wants to ease their pain points
Ability to deescalate customer issues, working in stressful environments
Process & Procedures Oriented
Deep understanding of internal process and procedures and supports its continuous improvement, following Intuit ́s playbook
Sense Of Urgency/Bias-ToAction
Work under pressure, firefighting, get done now, ability to multitask and prioritize
Selfstarter—can figure it out with limited info
Can learn quickly, pick things up
Time management

Other requirements:

How you will lead:

Develop a deep understanding of the product to recommend the software's features and functionality that meet customers' specific business needs
Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes
Technical mentoring: teaches and provides technical support to frontline Experts
Clear and concise case documentation in the knowledge share database
Handles multiple tasks, switches priorities and focus as needed
Escalate complex problems to appropriate staff member or department