Come join the Expert Network SBSEG Supportability organization as a QBO Ecosystem Supportability Specialist on the Product Investigations Team. This is an exciting opportunity for someone to flex those awesome tech muscles and demonstrate their puzzle-solving skills as we work to quickly to resolve systemic issues that cause our customer’s pain. This role will involve evaluating defect cases submitted from the frontlines, replicating, and validating the submissions, and working directly with engineering to help get the issue resolved.
Supportability Specialists work closely with Product Development, to help these teams understand where our experiences fall short due to defects, design issues and cause confusion, extra work that drive customers to contact Intuit. We focus both on the quality of our offerings and the Customer/Expert experiences.
- Strong attention to detail
- Collaborative with all levels of the organization and across teams
- Critical thinking and problem-solving skills
- Gives closed loop feedback to internal stakeholders and outsourcing partners
- Ability to communicate effectively to multiple audiences; directly to the customer, to the frontline agent supporting them, and the engineering team
- Ability to determine priority of issues relative to customer pain and other factors
- Ability to multitask and adapt to a rapidly changing environment
- Proficiency with Excel and Google Docs
- Ability to navigate Splunk and SQL
- Ability to create SFDC Reports and Dashboards
Key Requirements:
- Supported QuickBooks Online & Online Banking within the last year
- DASH
- Jira
- OBill
- Salesforce
- CS Server
- Has a good understanding of the QuickBooks Online, Online Banking and Payroll products; resolves a wide range of issues
- Drives/Supports teams in making improvements in the E2E Customer Experience (Product and Expert Care)
- Insights/Awareness – aggregation of qualitative and quantitative data and development of customer stories to articulate pain points
- Drives Product Fix Conversations – present prioritized fix recommendations, participate in Scrums with multiple teams
- Influence impacts multiple parts of major offerings or multiple offerings.
- Regularly demonstrates good judgment in selecting methods and techniques for obtaining solutions
- Acts independently in determining methods and procedures on new assignments
- Participates in determining objectives of assignment; work is reviewed upon completion for adequacy in meeting objectives
- Primary Connections – PM/PD & Expert Care
- Utilize AI and LLM (Large Language Model) to analyze data and identify trends.
- Measures – Pain reduction KPIs
- Managing and delivering trend reports
