QuickBooks Support Specialist

Title: QuickBooks Support Specialist

Location: California,  United States

Job Description:

As a QuickBooks enthusiast, you will recognize that our Shops network is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Technical Support job with Shopmonkey. As the driving force in building Shop loyalty and growing our existing Shop base, you'll provide customer support for QuickBooks Online and Desktop for our Shops which are small business owners. The Technical Support Specialist will take their customer-backed mindset, combined with their strong analytical and problem-solving mindset to help create delightful customer experiences by working cross-functionally across the business alongside Customer Experience, Product Development, Sales & Marketing.

Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role.

You Will Have The Opportunity To:

• Use your knowledge of both Shopmonkey and Quickbooks to help streamline accounting processes.
• Assist customers with connecting and configuring Quickbooks to work with Shopmonkey along with questions regarding tax, payroll, invoices, and other financial areas relating to QuickBooks
• Be a subject matter expert and escalation point for all Quickbooks related issues on the Customer Support team.
• Demonstrate project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
• Use the voices of customer reports from multiple channels to identify and categorize customer issues
• Provide follow-through and closed-loop feedback on problems/ opportunities that have been prioritized to be addressed
• Proactively identify opportunities for change that will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.

We Are Looking For You If You Have:

• QB Pro Certification (QuickBooks Online ProAdvisor)
• 1-3 years of experience with QuickBooks preferred
• A genuine curiosity & deep customer empathy for customer needs and analytical skills to discover customer problems and gather onboarding requirements
• Strong computer skills and ability to learn company products, techniques, and processes quickly in a training environment and have the ability to transfer learning to the work environment
• Ability to manage multiple priorities within a high volume and fast-paced environment and handle shifting priorities on a daily basis
• Work with the Customer Support Leadership to successfully address escalated concerns. Respond to complaints and service-related inquiries professionally and compassionately.
• Excellent analytical skills, ability to determine from a complex set of variables on how to resolve issues
• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the Shops experience

Bonus Points:

• Experience in hospitality, automotive industry, call center, or fast-paced startup
• Ability to take direction from peers and managers
• Dependability and self-management skills
• Ability to speak Spanish is a plus!
• Experience using bookkeeping software

In the United States the range is typically a salary of $65,000 to $70,000 + equity + benefits. The range provided is Shopmonkey's reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.

Fully Remote Work!

• $750.00 to set up your home office
• $20 phone/internet monthly reimbursements
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided
• Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally