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. This is a 7 month, temporary assignment to start immediately, with the possibility of temp to hire. 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 QB 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 Support, Onboarding/Implementation, and Engineering. 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:

1-3 years of experience with QuickBooks preferred, as well as Accounting experience
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:

QB Pro Certification (QuickBooks Online ProAdvisor)
Canadian tax law expertise is a plus!
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

The average annual salary in the U.S. for this role is $45,000 to $65,000. The actual pay range 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, full benefits as outlined below are included.

🏡 Fully Remote Work!

$20 phone/internet monthly reimbursements
Virtual activities and in-person meet-ups
Laptop and super rad swag provided