Intuit Customer Service and Tech Support, Wise VA - Full-time

Must be at least 18 years or older.

Overview:

Intuit- Tech Support

Customer Service/ Tech Support, Intuit

We are now hiring Agents for Intuit Tech Support!

Position Description:

Provide the highest level of customer service. The ability to anticipate customer needs and implement solid solutions derived from multiple information sources is crucial to meeting and exceeding customer service objectives and communicating accurate information. The drive to support new technology and systems, the dexterity to enlist the assistance of others, as well as the capacity to synthesize large amounts of information are surpassed only by the goal of earning customer loyalty by serving them with courtesy, timeliness, and respect.

Requirements :

• Applies defined practices, procedures and company policies to triage, troubleshoot and resolve known issues and address routine customer questions.
• Maintains call center database by documenting all customer contacts.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Analyzes and diagnoses problems and applies known solutions
• Ability to speak to business owners with empathy and an understanding of urgency
• Meets Quality Assurance requirements and other key performance metrics
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone

Required Skill Set:

• Proficient in general computer technical skills;
• Communicates (verbal and written) complex issues in ways that the customer easily understands and can successfully apply the solution.
• Flexes communication style to match the customer need. Diffuses emotional customer situations effectively and recognizes when to de-escalate.
• Summarizes and communicates customer problems effectively to higher tier support when necessary.
• Ability to learn basic accounting terminology and possibly more complex.
• General understanding of financial needs of small to mid-size businesses, accounting related services and software.
• Technical ability to multitask and learn multiple PC applications, including accounting service software
• Must understand basic internet browsing functions and general computer comprehension.
• Ability to use Microsoft Suite applications to include Word, Excel, Outlook.

Traits:

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking.

This job description describes the general nature and level of work performed and is not an exhaustive list of all responsibilities, duties or requirements.