Come join the Expert Network as a SBSEG Supportability Specialist Team. As a Supportability Specialist you will bring detailed knowledge of, and solutions to, customer problems and opportunities based on both quantitative and qualitative data analysis. As a QuickBooks Supportability Specialist, you will troubleshoot, understand and collect data on complex issues working towards finding a solution once and sharing with the many through various channels. Specialists are expected to use their knowledge and experience when providing insights and contributing to projects to ensure positive support experience when bringing on new tools, processes, content or training.
This is a hybrid role requiring being onsite in Tucson, AZ, or Reno, NV two to three days per week.
- Must have experience supporting QuickBooks Online Payroll Products within the last 2 years
- Experience with: Sentinel, CS Server, Jira, OBill, and Salesforce
- Proficiency with Excel and Google Docs
- Ability to navigate Splunk and SQL
- Strong attention to detail
- Collaborative with all levels of the organization and across teams
- Critical thinking and problem-solving skills
- 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
- Ability to work independently while managing time and multiple priorities
- Root cause analysis of customer contacts and methods
- Identify Contact drivers
- Prioritized recommendations for process or product improvements
- Create, edit or update Knowledge articles
- Communicating with Customers
- Knowledge-based trends
- Follow-through and closed loop feedback on problems/opportunities that have been prioritized to be addressed
- Requirements documents (both technical and non-technical)
- Balance Priorities and work independently
- Interprets and responds to data and makes recommendations for elements of new designs
- Contributes to the completion of organizational projects and goals
- Ability to resolve escalated issues with critical thinking and logical approach
- Customer obsessed with focus with a commitment to excellence through
- Builds productive internal and external working relationships
- Gives closed loop feedback to internal stakeholders and outsourcing partners
- Often exercises judgment within defined procedures and practices to determine appropriate action
- Makes data driven decisions that impact both personal and team deliverables
- Works closely with external business partners. (Training, Product or other project work)
