Senior Service & Support Specialist (Tier 2 - IES) jobs in United States
cer-icon
Apply on Employer Site
company-logo

Intuit · 3 weeks ago

Senior Service & Support Specialist (Tier 2 - IES)

positionAtlanta, GA
timeFull-time
remoteOnsite
senioritySenior Level
money$40/hr - $54/hr

Intuit is a leading financial software company, and they are seeking a Senior Service & Support Specialist to join their Global Business Solutions Group. This role involves providing advanced technical support for complex issues, mentoring Tier 1 agents, and collaborating across teams to enhance product quality and customer experience.

AccountingFinancial ServicesFinTechPaaSSoftware
check
Growth Opportunities
check
H1B Sponsor Likelynote

Responsibilities

Deliver expert-level technical support and troubleshooting for complex issues
Investigate, validate, and document potential bugs and partner with Product and Engineering teams to ensure timely resolution
Identify recurring issues, trends, and process gaps to improve product quality and agent performance
Provide mentorship, guidance, and real-time coaching to Tier 1 agents to enhance customer experiences and technical accuracy
Collaborate across teams to strengthen feedback loops and drive product and process improvements
Advocate for both customers and internal teams by ensuring their voices are represented in system and process enhancements
Provide in-the-moment support to Tier 1 agents and Customer Success Managers (CSMs) across IES products including QBO, Payments, Elite Payroll, and QuickBooks Time
Utilize deep product expertise and system knowledge to fully resolve customer issues and manage escalations
Act as a team point of contact by supporting managers (M1s), assisting with escalations, and modeling best practices in customer engagement, decision-making, and productivity
Capture, analyze, and interpret data from key sources to identify trends, validate hypotheses, and recommend improvements
Mentor and coach agents by applying proven coaching models (e.g., GROW, ASAP, SBI) to enhance accountability, performance, and results
Partner with cross-functional teams such as Supportability, Product, Compliance, and Learning & Development to drive systemic improvements across Products, Processes, and People (3P)
Contribute to process improvement efforts by identifying friction points, proposing enhancements, and communicating data-backed insights
Support and role model change leadership by helping teams adapt to new systems, tools, and workflows, and by creating SOPs or best practices where needed
Act as a super user during major tool or system updates and provide structured feedback to project teams
Provide escalation support for Out of Policy (OOP), BBB, and Executive-level cases, ensuring issues are fully resolved and documented with actionable feedback

Qualification

QuickBooks OnlineSalesforceAnalytical skillsCoaching skillsExcel proficiencyProblem-solvingCommunication skillsPowerPoint proficiencyGSuite proficiencyAccountingOrganizational skillsAdaptability

Required

Deep product expertise in at least two of the following: QuickBooks Online (QBO), QuickBooks Online Advanced or Accountant, Quickbooks Payments, Online Elite Payroll, or QuickBooks Time
Strong analytical and decision-making skills with the ability to act quickly and effectively, even with limited data
Demonstrated coaching and mentoring skills, including the ability to give clear, actionable feedback using the SBI model
Excellent problem-solving abilities and a proactive, solution-oriented mindset
Customer-obsessed approach, with empathy and professionalism in handling complex or sensitive situations
Exceptional written and verbal communication skills, with the ability to convey technical details clearly to various audiences
Proficiency with Excel, PowerPoint, GSuite, and agent tools such as Salesforce and CS Server
Strong organizational skills with the ability to manage multiple priorities in a fast-paced, high-volume environment
Flexibility and adaptability as business needs evolve
Ability to interpret and communicate insights derived from data, including any limitations

Preferred

Basic to intermediate understanding of accounting principles is preferred

Benefits

Cash bonus
Equity rewards
Benefits

Company

Intuit

twittertwittertwitter
Glassdoor4.4
company-logo
Intuit provides financial software solutions to empower individuals and businesses.
dateFounded in 1983
location
Mountain View, California, USA
people-size10001+ employees
web-link
https://www.intuit.com

H1B Sponsorship

Intuit has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)

Funding

Current Stage
Public Company
Total Funding
$8.52B
Key Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M

Leadership Team

leader-logo
Sasan Goodarzi
Chief Executive Officer
linkedin
leader-logo
Alex Balazs
Chief Technology Officer
linkedin

Recent News

Canada NewsWire
BDO Canada and Intuit QuickBooks Partner to Redefine How BDO Serves Small and Mid-sized Businesses with New Integrated Service Français
2026-01-13
Morningstar.com
Easiest Payroll Software for Beginners (2026): QuickBooks Payroll Recognized for Simple Setup and Use by Consumer365
2026-01-11
24-7 Press Release Newswire
Marquis Who's Who Honors ShaKema D. Morgan, MHA, for Expertise in Nonprofit Management
2026-01-11
Company data provided by crunchbase