QuickBooks Support Specialist

Summary

Join Shopmonkey as a Technical Support Specialist and become a key player in supporting our network of auto repair shops. You will leverage your QuickBooks expertise to assist small business owners with accounting processes, connecting QuickBooks to Shopmonkey, and resolving technical issues. This role requires strong analytical and problem-solving skills, excellent communication, and the ability to manage multiple priorities in a fast-paced environment. You will work cross-functionally with various teams and proactively identify opportunities for improvement. The position offers a fully remote work environment, competitive salary, comprehensive benefits, and opportunities for professional growth within a dynamic startup.

Requirements

• QB Pro Certification (QuickBooks Online ProAdvisor)
• 1-3 years of experience with QuickBooks
• 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

Responsibilities

• 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

Preferred Qualifications

• 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
• Experience using bookkeeping software

Benefits

• 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
• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off - take the time off you need!
• Matching donations for approved charitable organizations
• Group volunteer efforts