Job Description

Senior Supportability Specialist

Location US-AZ-Tucson ID 2020-14257 Category Customer Service & Support

Overview

Come join the Online Supportability organization as a Supportability Specialist on the Payroll Team. We are dedicated to providing a “drop-the-mic experience on every interaction” as it relates to the product experience and investigation processes. This is an exciting opportunity for someone to flex those awesome tech muscles and demonstrate their puzzle-solving skills as we work to quickly get our customers back to value. This role will involve evaluating defect cases submitted from the frontlines, replicating and validating the submissions, and working directly with engineering to help get the issue resolved.

As part of the Online Payroll team, you will help us raise the bar on what payroll software can do - looking beyond the basics of calculating paychecks and paying taxes, to solving problems employers face as they scale and manage their workforce. On this team you’ll be challenged to think bolder, move faster, and have a big impact. We are aiming to double our subscriber base in the next 3 years and your work will be critical to achieving that goal.

Responsibilities

• Has a good understanding of the QuickBooks Payroll products; resolves a wide range of issues
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Envisions the future and designs comprehensive solutions to accomplish their vision
• Regularly demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Works effectively with internal and external personnel in own area of expertise
• Acts independently in determining methods and procedures on new assignments
• Participates in determining objectives of assignment; work is reviewed upon completion for adequacy in meeting objectives
• Influence impacts multiple parts of major offerings or multiple offerings.
• Exerts some influence on the overall objectives and long-range goals of the organization
• Works closely with external business partners

Qualifications

• Strong attention to detail
• Collaborative with all levels of the organization and across teams
• Critical thinking and problem solving skills
• Gives closed loop feedback to internal stakeholders and outsourcing partners
• Ability to communicate effectively to multiple audiences; directly to the customer, to the frontline agent supporting them, and the engineering team
• Ability to determine priority of issues relative to customer pain and other factors
• Ability to multitask and adapt to a rapidly changing environment
• Microsoft Office, emphasis on Excel and Google Docs proficiency

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