MID MARKET TIER 1 HIRING PROFILE — INDIA S2S PILOT

Overview:

MM services our mid-to-large businesses with an annual revenue of 2.5M+, a consultative approach by making suggestions and recommendations for how to use products more efficiently – all in service to streamlining and automating work to give back time to these customers who are experiencing growth challenges while trying to expand.

1. Responsibilities

• Provide Tier 1 phone and chat support to Mid Market customers on Mid Market Core workflows, with strong focus on first-contact resolution.
• Demonstrate a comprehensive understanding of the QuickBooks Online (Plus / Advanced), including core accounting workflows (e.g., A/R, A/P, reporting, and multi-entity processes), system configurations, and integrations, in order to confidently support the wide range of issues customers may contact us about.
• Diagnose customer issues using a structured, hypothesis-driven approach across Help Panel, internal documentation, AI tools, and approved research methods. Exhaust available resources before escalation; collaborate with Lead or Tier 2 when resolution is not fully confident.
• Document every interaction thoroughly in Salesforce with case summary, troubleshooting steps taken, resources used, customer impact, and promised follow-up actions — at the standard required for any Expert to continue the case without rework.
• Manage an active case queue with self-direction: proactive follow-ups, callbacks, and timely closure. Hold availability standards with integrity in line with SLA expectations.
• Deliver high-quality customer interactions that reflect empathy, professionalism, and technical confidence — supporting business owners, finance teams, and accounting professionals who rely on accurate and efficient financial workflows. Set expectations early, explain the why in plain language, and hold firm on policy and risk requirements while offering next-best options, including when delivering outcomes the customer does not want to hear.
• Invite customers to complete satisfaction surveys; actively incorporate coaching feedback to improve resolution quality, case aging, documentation standards, and customer satisfaction.
• Maintain an updated six-week schedule, including TurboTax (TTO) coverage during peak tax season, to support workforce planning and coverage needs.
• Engage consistently in team channels, daily huddles, and operational workflows.
• Complete all required compliance, product, and certification trainings within established timelines.
• Progress through staged upskill pathway (Payroll, Payments, and advanced Mid Market modules) at the pace defined by Intuit Training and Partner Operations, contingent on demonstrated Mid Market Core proficiency.
• Gain a thorough understanding of the customer's business operations, challenges, and goals; recommend the right solutions across the QB ecosystem, reinforce the value proposition, and complete sale during call (including new customer acquisition and/or ecosystem attach)

2. Qualifications

• Bachelor's degree in Accounting, Finance, Commerce, Business or related field.
• 3–6 years of F&A experience (audit, tax, accounting outsourcing, or equivalent finance roles)
• Strong working knowledge of bookkeeping principles, business financial operations, and financial software workflows used by mid-market businesses — including general ledger structure, A/R, A/P, reconciliations, and reporting fundamentals.
• Proven ability to manage multiple tasks or cases simultaneously within a structured SLA-driven environment.
• Strong analytical and troubleshooting skills with the ability to identify root causes and guide customers through structured resolution steps.
• 1 to 2+ years of selling experience (including call center sales, outside sales, or SaaS platform solutions)
• Experience in high volume or transactional sales environment
• Proven experience in utilizing key sales methodologies such as Challenger, SPIN, Solution or Sandler.
• 2+ years client-facing experience (customer service, account management, audit / accounting client servicing, or equivalent)

3. Communication & Soft Skills

• Strong verbal and written communication skills in English (minimum B2+ proficiency required)
• Consultative communication style — able to explain complex technical details clearly to financial professionals ("speaking the language" of an accountant), drive the conversation forward, anticipate needs, and proactively address issues.
• Strong documentation skills: ability to write logical, detailed case notes outlining steps taken and errors observed.
• High-empathy de-escalation skills — ability to calm frustrated customers while simultaneously progressing toward resolution.
• Behavioral competency screen — Ability to Learn, Empathy, Initiative, Resilience.

4. Preferred

• C1 / C2 English
• Experience supporting Mid Market or B2B customers in complex accounting or multi-entity environments.
• Prior support experience with QuickBooks Payroll, Payments, QuickBooks Money, or related financial services products.
• Ability to achieve Product and systems fluency, including completion of QBO Level 1 Certification, Intuit ProAdvisor, and Payroll Certification within the first two weeks of onboarding.
• Exposure to ERP, CRM, or integrated SaaS ecosystems.
• Tech-savvy — 60+ WPM, comfortable in multi-screen environments, remote troubleshooting and screen-sharing tools.
• Experience using case management systems (e.g., Salesforce or similar platforms) to document, track, and resolve customer issues.
• Payments and/or Payroll operations experience.

5. Nice-to-have

• Senior Stakeholder Management — demonstrated experience working with CFOs, Controllers, or senior finance leadership
• MBA / Masters
• CA / CPA / ACCA