Complete Description: 
2 weeks of training, if the information is grasped earlier then they will go to the floor earlier. Some familiarity with the Intuit products and software applications used - preferred. At least familiarity with one of them. 
Casual dress work environment 
• Assignment have possibility of an extension or go to perm: perhaps an    extension based on volume of work 

Summary: 
Provide support and customer service for QuickBooks, Quicken, Accountant Professional Division and Turbo Tax internal/external customers. 

Responsibilities: 
• Troubleshoot and resolve customer billing inquiries using Oracle,Paymentech, and Siebel. 
• Research/Resolve/problematic orders (due to system issues) forwarded from Other BU’s 
• Process exceptions and customer service requests from other departments and business units in an appropriate manner. 
• Contact and follow up with customers to resolve billing issues. 
• Negotiate concessions with customers using company supported means to reach a mutually satisfactory resolution with the customer keeping all 3 stakeholders in mind. 
• Act as the point-of-contact for other departments and business units for resolution of billing situations. 
• Identify recurring problems and provide input for a possible resolution to prevent future re-occurrence 

Minimum Education/Experience Requirements: 
• Education: High School Diploma or Associates degree or equivalent experience, preferred 
• Experience: One year or more of customer service experience including minimum of six months as a sales, customer service, or technical support representative. 
• Communication/Interaction: 
• External: Intuit QuickBooks, Quicken, APD and Turbo Tax customers 
• Internal: Accounting AR, Accounting AP, Credit and Collections, Customer Service agents, Technical Support agents, Technical Support Specialists, Supervisors, Managers, OOP agents, and other administrative personnel 
• Problem Solving/Decision Making 
• Works on moderately to highly complex problems where independent action and thoughtful judgment are required. Empowered to ‘do right by the customer’ while keeping the interests of all 3 stakeholders 
• Impact of Decisions: 
• Significant impact on individual QuickBooks, Quicken, APD and Turbo Tax customers. 
• Some impact on the Technical Support, Sales and Service organization. 
• Knowledge, Skills and Abilities: 
• Strong computer application skills. 
• Ability to acquire knowledge of Siebel, Oracle, MS Excel, MS Word, and Paymentech usage. 
• Knowledge, Skills and Abilities cont.: 
• Ability to acquire knowledge of Intuit’s product and service lines. 
• Negotiation and conflict resolution skills. 
• Ability to work well under stress. 
• Ability to multitask. 
• Excellent written and oral communication skills. 
• Ability to learn new software with little or no assistance. 
• Comfortable performing research independently, using available resources 
• Physical Requirements: 
• No unusual physical requirements pertain to this position other than normal sitting, bending, standing and lifting of light objects. 

• Processing the Inputs Responsibilities

• Accountable for being proficient 
• High Quality Output Measurements

• Productivity Levels 
• Quality Output