Job: Turbo Tax Support Representative - Seasonal

Intuit is a leading software provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. You probably know us by our flagship products, QuickBooks, Quicken and TurboTax, but that's just the start. We are currently going through a fundamental transformation from a shrink-wrapped software company to one of the country's leading providers of web-based applications and solutions.
Come join Intuit as part of the Consumer Tax Group as a Technical Support Agent - Seasonal. We are looking for creative problem solvers with a passion for innovation to join our team and revolutionize the way the world does business.

This position responds to TurboTax customer inquiries of a technical or functional nature. Typically supports both platform and product issues. Handles problem resolutions that may require follow-up and/or escalation to a higher level of expertise. Contacts may be live chat, e-mail, or phone. Support is provided to external clients. Requires general knowledge of company, products, and/or services. May assess needs and suggest/promote/sell alternative or additional products or services. Ability to work flexible hours required during peak season.

TYPICAL DELIVERABLES
- Accurate, efficient resolution to routine customer service and support issues. Typically these contacts are of a transactional nature.
- Deliver Customer Experience at or above customer & shareholder expectations as measured by key metrics, including but not limited to: Contact Resolution Rate, Productivity and Customer Satisfaction.
- Exhibits learning curve within acceptable boundaries of variation for the product/services supported.
- Accurate case documentation
- Written contributions to internal and external knowledge base
- Support that generates a high level of customer satisfaction
- May identify sales opportunities for upgrades/cross-sells. In some cases may execute on sale.

KNOWLEDGE / BACKGROUND EXPERIENCE:

Minimum High school diploma or GED required (2+ years of college preferred)

Basic knowledge of Windows operating system

Previous tax preparation experience/knowledge a plus but not required

Proven Customer Service skills

Excellent numerical, abstract and verbal reasoning skills

TECHNICAL / FUNCTIONAL SKILLS:

Good verbal and written communication skills

Ability to multi-task

ANALYTICAL SKILLS:

Able to research, analyze and determine an appropriate course of action in a variety of situations, when supported by relevant knowledge base and/or higher tier help desk

ORGANIZATIONAL SKILLS:

Demonstrates initiative, excellent problem-solving skills and the ability to prioritize

Demonstrates basic mathematical skills

Solves moderately complex problems exercising good judgment

Modifies communication style to meet customer needs