Overview:

We are seeking passionate and driven individuals to deliver a differentiated support experience for our Mid-Market customers. This exciting opportunity focuses on businesses with over $2.5 million in annual revenue, addressing their unique opportunities and complex needs.

The role requires a blend of deep technical product support, financial acumen, and strategic customer service. The ideal candidate will be a tech-savvy problem-solver with a strong background in bookkeeping principles, passionate about leading change, collaborating with internal teams, and providing a world-class customer experience. 

Mindset:

• Daily demonstration of our Prosperity Principles: Advocacy, Ownership, and Expertise.
• Enthusiasm for leading change and effective collaboration with supporting functions.
• Excellent verbal and written communication skills, with the ability to convey technical information in an accessible manner.
• Demonstrated ability to problem-solve and multitask efficiently in a dynamic environment.
• Comfort with ambiguity and adaptability to changing priorities.
• A collaborative team player who actively contributes to collective goals.

Qualifications:

What You'll Bring 

• Experience:
• 1-3 years of experience using QuickBooks Online, with preferred experience in QuickBooks Payments, QuickBooks Payroll, Proconnect, or QuickBooks Money OR a completed Intuit Academy Bookkeeping Certification.
• Proven experience in a customer support role, preferably within a tech or SaaS environment
• Credentials:
•  An active QuickBooks Online Level 1 Certification is required and must be provided before your start date.
• Technical & Financial Acumen:
• A strong understanding of bookkeeping principles and financial terminology.
• Demonstrated ability to analyze complex challenges, identify root causes, and communicate effective solutions.
• Hybrid Work Requirement:
• Minimum requirement of 2 days in the office 4 hours per day
• A dedicated high-speed internet connection (DSL, cable, or fiber) is required for Work from Home.

Responsibilities:

What You'll Do 

• Deliver Expert Support: Provide superior technical and consultative support for Mid-Market QuickBooks users. Troubleshoot and resolve complex software-related issues via phone, and chat, in a professional and reassuring manner. Apply prosperity principles to customer solutions.
• Be a Customer Champion: Act as the voice of the Mid-Market customer, demonstrating ownership of their success. Partner with teams such as; Learning & Development, Sales, and Product Management, to relay client feedback and drive improvements to the product and customer experience through strong advocacy.
• Lead and Innovate: Create high-quality customer interactions that instill confidence. Identify trends and opportunities within the Mid-Market segment to help pioneer a differentiated service model, leveraging expertise in the field.
• Empower Customers: Guide clients through the advanced functionalities of QuickBooks Online, including invoicing, complex bookkeeping, account setup, payroll, and more, fostering their prosperity through effective use of the platform.
• Maintain Expertise: Stay current with all updates, new features, and functionalities of the QuickBooks Online platform to serve as a trusted advisor, demonstrating continuous commitment to expertise.