Seasonal Supportability Specialist

About the Role

Key Responsibilities

• Respond to customer concerns and inquiries via social media and digital channels, including product app reviews and online Q&A platforms.
• Interact with internal collaborators and customers through natural, transparent written communication, demonstrating soft skills to acknowledge and empathize in every interaction.
• Understand customer concerns to identify root causes and utilize available resources to provide accurate responses.
• Provide social care and engage with escalated cases as needed.
• Ensure comprehensive and timely responses to Q&A for products on designated e-commerce and retail platforms such as Amazon and Bazaarvoice.
• Support the team by exercising business acumen to protect and represent the Intuit brand and resolve customer issues.
• Translate customer feedback into data insights for the business.
• Collaborate with internal teams regarding emerging issues, customer concerns, product defects, and enhancement opportunities.
• Determine appropriate action plans for high-touch and sensitive issues on social media, including response plans for controversial topics.
• Proactively engage in resolving emerging issues and handle ad-hoc requests.
• Build and maintain relationships with internal and external partners.
• Engage with cross-functional teams to bridge gaps and resolve complex customer journey issues.
• Manage the overall quality of social and digital channels, identify opportunities for process improvement, and meet quality and productivity goals.
• Participate within a team setting to execute tasks, share insights, and maintain high engagement focused on customer success.

Requirements

• Customer service experience.
• Ability to communicate clearly, provide feedback, and foster collaboration with frontline support agents, colleagues, and customers.
• Exceptional written and verbal communication skills, including spelling, grammar, and English composition.
• Meticulous attention to detail and strong reading comprehension.
• Familiarity with online interactions and social media platforms.
• Strong problem-solving, investigative, and critical thinking skills.
• Typing proficiency and understanding of computer-based practices and software such as operating systems.
• Working knowledge of social media etiquette and community principles.
• Ability to multitask and decipher content from various media avenues and internet browsers.
• Technical troubleshooting skills and knowledge of Microsoft Office and Google Suite.
• Ability to adapt quickly to changing situations and develop solutions proactively.
• Strong work ethic, personal accountability, integrity, and initiative.

Nice to Have

• Tax-related expertise.
• Fluency in English and Spanish (Bilingual) for candidates in the United States.

Qualifications

• No specific formal educational qualifications are explicitly mentioned in the description.

Benefits & Perks

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Position is eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
• Pay ranges vary by location, with specific figures provided for different regions.