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At Intuit, we empower consumers and businesses by providing them with powerful financial tools. Our Global Business Solutions Group includes industry-leading product solutions such as QuickBooks Online Accountant, QuickBooks Online, QBO Payments, QBO Payroll, and QuickBooks Desktop. As an Accountant Service and Support Representative, you will be the trusted expert and advocate for our high-value Accountant Managed Firm customers. You will be accountable for resolving these customers’ complex questions, anticipating needs and maintaining firm relationships, and ensuring seamless utilization of the Intuit product suite. You'll support our most valuable accountant firms by providing ongoing support, championing their most pressing issues, and collaborating with internal support teams to drive swift resolution. By championing customer needs clearly  through escalation pathways, you will play a pivotal role in enhancing their overall experience and fostering long-term growth and success.

Responsibilities

• Technical Support: Provide real-time phone and chat assistance for complex troubleshooting inquiries. Demonstrate advanced troubleshooting skills to resolve product-related issues efficiently.
• Consultative, Strategic Partner: Build and maintain strong relationships with high-value customers, understanding their unique needs and service requirements. 
• Customer Engagement: Foster a collaborative and engaging environment, always prioritizing the customer experience. Regularly check in with customers to solicit feedback and ensure satisfaction. 
• Documentation & Reporting: Maintain accurate records of customer interactions, feedback, and service requests in alignment with company practices.
• Project Management: Utilize strong project management skills to oversee specific customer initiatives, ensuring timely progress and resolution by partnering with cross functional teams.
• Product Feedback: Document, escalate, and advocate for the resolution of product friction as highlighted by the firms you support, collaborating with internal supportability teams to drive resolution. 

Qualifications

• Exceptional communication skills and a professional video presence for customer interactions. 
• Extreme ownership of the customer experience; accountable for customer success.  
• Demonstrated ability to build and maintain strong relationships with clients and stakeholders
• Excellent project management skills, with a track record of delivering on commitments. 
• Comfortable with ambiguity and change, with an ability to adapt to evolving priorities and requirements.
• Minimum of 3 years supporting Accountant Firms and/or Enterprise Level customers in a SAAS environment.
• Proven ability to leverage multiple resources and tools while effectively troubleshooting product support issues 
• Advanced problem-solving abilities.
• Demonstrated ability to work collaboratively in a team environment and contribute positively to team outcomes. 
• Minimum 5 years customer service experience with experience managing a portfolio of client accounts
• Intuit Software Platform experience required (QuickBooks Online Accountant, QuickBooks Online, QBO Payments, QBO Payroll, and QuickBooks Desktop).

 This is a Full Time position, candidates should expect to work a minimum of 40 hours per week Monday through Friday, overtime may be required during peak seasons. 

 This position is a customer facing product support role. 

 At Intuit, you’ll be part of a fast-paced, innovative team that is focused on making a positive impact on our customers. We offer competitive salaries, benefits, and an opportunity for career growth in a supportive environment. If you're a proactive, customer-focused individual with a passion for helping others succeed, we would love to hear from you! 

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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.