Intuit Supportability Specialist in Singapore
Come join Intuit and play a key role in helping small businesses and accountants succeed around the world. As a Supportability specialist within the Customer Care team, you will be pivotal in delivering an awesome product and service experience for customers using our online suite of products.
We are looking for Intuit customer ambassadors who can live and breathe our Intuit values and are passionate about creating a uniquely positive customer experience and showing our accountant partners and small businesses how much we Care about them. If you have a commitment to excellence, a desire to delight customers and want to be a member of a spirited team, read on!
The Supportability Specialist troubleshoots, understands, and collects data on complex issues working towards solving. Works to resolve all escalated technical issues and verify customer satisfaction with the resolution. This candidate also helps run experiments and projects that provide insights and learnings on customers’ behavior.
Specific responsibilities include:
Uses Voice of customer reports from multiple channels to identify and categorize customer issues
Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others.
Deliver service to our customers that shows we care about them.
Learn and utilise specific software tools and problem solving strategies to solve for customer issues, develops and prioritizes recommendations for product and process improvements
Performs root cause analysis of customer issues and turns data into actionable information
Applies systems and process thinking to design solutions to identified customer problems / opportunities.
Creates mitigation plans for customer problems that cannot be otherwise addressed
Provides follow-through and closed loop feedback on problems/ opportunities that have been prioritized to be addressed
Manages emerging product issues and drives a rapid, coordinated response across product management, marketing and support.
Provides feedback and drives process improvements in service delivery to optimize customer experience and facilitate documentation required to drive product improvements
Applies detailed understanding of customer requirements to contribute to the development of an offering’s usability and overall customer experience.
Establishes and facilitates operating mechanisms across groups to prioritize needs, establish transparency and build win-win partnerships that drive strong execution and desired outcomes
Understands how Customer Care plays a key role in the social and mobile world
Ability to run experiments/test that provides insights and learnings on customers’ behavior
Ability to synthesize data, identify root cause of issues, develop recommendations and influence decision makers
Demonstrated technical aptitude & skills
Strong business and financial acumen.
Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
Excellent written and verbal communication skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels
Strong presentation and influencing skills to lead change with technical and non-technical teams
Proven ability to use MS Office applications, in particular Excel and PowerPoint. Experience with Access, Text Analytics and Business Objects or similar reporting tools a plus
Customer-focused, with a passion for delivering the best possible customer experience
Commitment to operational excellence and ongoing personal growth.
Results oriented, while respecting people and maintaining integrity without compromise
Change agent and a facilitative team leader with a strong desire to achieve results
Ability to manage multiple priorities within a fast paced environment
Degree or equivalent. Relevant accounting knowledge and/or experience in accounting or financial services is a plus
EOE AA M/F/Vet/Disability