Customer Supportability Professional 1

About the role

This is a hybrid role requiring being onsite in Atlanta, GA or Plano TX, three days per week.

Responsibilities

• Act as a vital support system and escalation handler for NLH agents and GBSG leaders across various services, utilizing extensive product knowledge and expertise.
• Serve as team Point of Contact (POC), who may provide leadership coverage, supporting and mentoring agents, and ensuring compliance with company policies to uplift team performance.
• Master data utilization by capturing, accessing, analyzing, and communicating key insights to drive improvements and informed decision-making.
• Establish strong partnerships with internal groups to enhance understanding and support systemic improvements across Products, Processes, and People (3P).
• Continually challenge and influence process improvements, engage in proactive problem resolution, and provide critical escalation support, ensuring top-notch customer experiences.
• Lead change by supporting frontline and project teams, creating standard operating procedures (SOPs), and acting as a super user for updates.
• Conduct root cause analysis of customer contacts to aid in prioritizing process or product enhancements, and help maintain updated knowledge bases to assist in customer communications.
• Balance priorities effectively and work independently, employing data-driven decisions to impact deliverable outcomes while building productive internal and external relationships.
• Demonstrate a strong commitment to excellence through dedicated customer service and the ability to deliver projects with clear metrics within predefined timelines.
• Demonstrate robust and transparent communication, actively share updates and address concerns, and propel project success through collaborative teamwork and coordinated efforts.

Qualifications

• Proficient in an array of sophisticated tools including Sentinel, CS Server, Jira, OBill, Salesforce, Iboss, and the Google Suite.
• Skilled in navigating complex data environments using Splunk and SQL.
• Exceptional attention to detail that ensures precision in all tasks.
• Strong collaborative skills, able to effectively coordinate with various levels of the organization and harmonize interdepartmental efforts.
• Advanced critical thinking and problem-solving abilities to navigate challenging scenarios.
• Versatile communication expertise, adept at delivering tailored messages to customers, frontline agents, and engineering teams.
• Strategic prioritization capabilities, with a knack for assessing issue urgency in relation to customer impact and other variables.
• Hightly adaptable multitasker, thriving in fast-paced and evolving settings.
• Adept at independent work, efficiently managing time and juggling multiple priorities to meet critical deadlines.

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