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. 2-3 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 desiredBachelor's degree is preferred with technical or computer backgroundStrong computer skills and ability to learn company products, techniques and processes quickly in training environment and have the ability to transfer learning to work environmentExcellent problem-solving skills and the ability to learn Intuit productsAbility to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basisA commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goalsExcellent analytical skills, ability to determine from a complex set of variables how to resolve issuesExcellent verbal, written communication skills and effective listening skills, and inspire confidence while leading customers through the steps to resolve issues via phone and emailHigh school diploma or GED is requiredBachelor'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 CustomerExcellent written and verbal communication in French and EnglishUnderstand 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 valuesCuriosity about the customer and genuinely wants to ease their pain pointsAbility to de-escalate 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-To-Action

　　Work under pressure, fire-fighting, get done now, ability to multi-task and prioritizeSelf-starter-can figure it out with limited infoCan learn quickly, pick things upTime 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 othersDevelop a deep understanding of product, learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processesResolve Accountant customer inquiries by phone, chat, text and emailProvide functional troubleshooting, product feature explanation, and assists with enhanced product features or changesTechnical mentoring: teaches and provides technical support to front-line agentsClear and concise case documentation in the knowledge share databaseHandles multiple tasks, switches priorities and focuses as neededDo the right thing for the customer. Ensure that they have the tools and knowledge they need to run their businessIdentify opportunities to help bring the voice of the customer (VOC) back to the business to drive improvements and changes across the globeThink outside the box to solve big customer problems with resources available