Service and Support Specalist - Toronto, Canada - Intuit

Intuit

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Come join the Canadian QuickBooks Online Accountant & ProFile Assisted Delivery Team as a Service and Support Specialist. The Assisted Delivery Team is part of the Global Customer Success organization.

This is an exciting opportunity located in Toronto where the role involves supporting the front line team handling premium inbound and outbound Accountant contact types.

We are looking for Experts with Customer Obsession who can live and breathe our Intuit values, are about creating a uniquely positive customer experience.

If you have a commitment to excellence, a desire to delight customers and want to be a member of this team, read on

What you'll bring:

Bilingual experience strongly preferred
French & English.
23 years technical support experience with an emphasis on providing excellent service in a customer care role in banking, financial, SaaS 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 on a daily basis
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
High school diploma or GED is required
Bachelor's degree is preferred with technical or computer background
Soft 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 French and 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

How you will lead:

Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others
Develop a deep understanding of product, learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes
Technical mentoring: teaches and provides technical support to frontline agents
Clear and concise case documentation in the knowledge share database
Handles multiple tasks, switches priorities and focuses as needed
Do the right thing for the customer. Ensure that they have the tools and knowledge they need to run their business
Identify opportunities to help bring the voice of the customer (VOC) back to the business to drive improvements and changes across the globe
Think outside the box to solve big customer problems with resources available