Join our dynamic team as a Product Support Specialist in Customer Strategy & Design. You will be instrumental in providing essential support to Mid Market customers, ensuring seamless operation of their core workflows. This role is critical for driving functional excellence and supporting innovation within our enterprise technology landscape.

Deliver exceptional Tier 1 phone and chat support to Mid Market customers, prioritizing first-contact resolution for core workflows. Develop a deep understanding of QuickBooks Online (Plus/Advanced) and its integrated accounting processes, system configurations, and integrations to effectively troubleshoot a wide array of customer issues. Employ a structured, hypothesis-driven approach to diagnose problems, utilizing internal documentation, AI tools, and research methods before escalating. Meticulously document all customer interactions in Salesforce, including case summaries, troubleshooting steps, and customer impact, ensuring continuity for further case progression.

Actively manage your case queue, demonstrating self-direction through proactive follow-ups, callbacks, and timely closures, all while adhering strictly to Service Level Agreement (SLA) expectations. Cultivate high-quality customer interactions characterized by empathy, professionalism, and technical acumen. Clearly set expectations, explain complex information in accessible terms, and uphold policy requirements while offering practical next steps, even when delivering unfavorable outcomes.

A Bachelor's degree in Accounting, Finance, Commerce, Business, or a related field is required. Candidates must possess a minimum of 12 years of experience in Finance & Accounting (F&A), encompassing audit, tax, accounting outsourcing, or equivalent finance roles. A strong command of bookkeeping principles, business financial operations, and financial software workflows essential for mid-market businesses is crucial. This includes a solid understanding of general ledger structure, Accounts Receivable (A/R), Accounts Payable (A/P), reconciliations, and reporting fundamentals.

Demonstrated ability to manage multiple tasks and cases concurrently within a structured, SLA-driven environment is essential. Strong analytical and troubleshooting skills are paramount, enabling the identification of root causes and guiding customers through resolution steps. Additionally, experience in sales, including call center sales, outside sales, or SaaS platform solutions, is beneficial, ideally within a high-volume or transactional sales setting. Familiarity with key sales methodologies like Challenger, SPIN, Solution, or Sandler is advantageous. A minimum of 2 years of client-facing experience in customer service, account management, or client servicing within audit/accounting is also necessary.