Intuit xTest - TurboTax Product Support Experts in San Diego, California
Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.
If you’re a highly motivated individual with excellent communication skills, we need you to help our customers complete their taxes using TurboTax. You’ll advance our goal of “Powering Prosperity Around the World” by providing expert guidance and understanding of the TurboTax product to our customers. You’ll also play an important role in our effort to enhance our brand by delighting our customers and empowering them to prepare their taxes.
This role is remote and can be located across the U.S. San Diego is a preferred location. Hours of operation are based on Pacific Standard time Monday through Friday 8AM-5PM Pacific.
What you'll bring
Previous customer service experience – ideally one year
Ability to quickly learn and adopt new technical tools and processes with minimal support
Must have (or be willing to obtain) a dedicated hardwired internet connection
Strong Research skills and the ability to quickly use online resources to find answers
Delightful customer service skills and willingness to utilize audio/visual tools to communicate with customers
Comfortable interacting with customers through video, in a professional way that represents the Intuit TurboTax brand well
Friendly and reassuring on camera
We are a testing team - you have strong communication skills with the ability to verbally articulate your thoughts and feelings during the testing process
Ability to work in a fast-paced environment with minimal supervision
A curiosity for understanding how things work - you can apply critical and creative thinking in order to work with teams dedicated to improving our tools and processes
Bilingual (English/Spanish) communication skills (written & spoken) a plus
Ability to diffuse situations with angry customers
Ability to understand and apply knowledge of policies, process, procedures, confidentiality, and business ethics requirements
How you will lead
This is a seasonal, virtual, customer-facing role; you will be using our state of the art video communication software (SmartLook) to interact with customers
Create high quality customer interactions and experiences that instill confidence using deep customer empathy and your deep knowledge of the TurboTax software
Utilize and leverage government websites, professional resources, and team expertise to seek out and deliver the right answer to the customer using everyday language
Documentation of customer interactions
Work well within a collaborative team environment
Positive, flexible approach to change
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.