Technical Support Specialist for QuickBooks - Remote

Overview

As a QuickBooks enthusiast, you will recognize that our Shops network is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Technical Support job with Shopmonkey. As the driving force in building Shop loyalty and growing our existing Shop base, you’ll provide customer support for QuickBooks Online and Desktop for our Shops which are small business owners. The Technical Support Specialist will take their customer-backed mindset, combined with their strong analytical and problem-solving mindset to help create delightful customer experiences by working cross-functionally across the business alongside Customer Experience, Product Development, Sales & Marketing.

In Short

• Use your knowledge of both Shopmonkey and Quickbooks to help streamline accounting processes.
• Assist customers with connecting and configuring Quickbooks to work with Shopmonkey along with questions regarding tax, payroll, invoices, and other financial areas relating to QuickBooks.
• Be a subject matter expert and escalation point for all Quickbooks related issues on the Customer Support team.
• Demonstrate project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes.
• Use the voices of customer reports from multiple channels to identify and categorize customer issues.
• Provide follow-through and closed-loop feedback on problems/opportunities that have been prioritized to be addressed.
• Proactively identify opportunities for change that will add value to the achievement of business objectives and enhance the customer experience.

Requirements

• QB Pro Certification (QuickBooks Online ProAdvisor).
• 1-3 years of experience with QuickBooks preferred.
• A genuine curiosity & deep customer empathy for customer needs and analytical skills to discover customer problems and gather onboarding requirements.
• Strong computer skills and ability to learn company products, techniques, and processes quickly in a training environment.
• Ability to manage multiple priorities within a high volume and fast-paced environment.
• Work with the Customer Support Leadership to successfully address escalated concerns.
• Excellent analytical skills, ability to determine from a complex set of variables on how to resolve issues.
• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the Shops experience.

Benefits

• $750.00 to set up your home office.
• $20 phone/internet monthly reimbursements.
• Virtual activities and in-person meet-ups.
• Laptop and super rad swag provided.
• Health, dental, vision, and life insurance benefits available the 1st of the month following hire date.
• Short term and long term disability.
• Generous parental leave.
• 401(k) available upon hire.
• 11 paid holidays.
• Flexible time off - take the time off you need!