QuickBooks Hosting - Technical Support Representative

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. More than 10,000 accounting firms and 60,000 SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

As part of the QuickBooks Hosting Technical Support Team, the primary responsibility of the Technical Support Representative is to understand, troubleshoot, and resolve customer issues via the phone. Customer inquiries should be handled in a timely manner or escalated to the appropriate team if necessary. This is a position with growth potential at a company that promotes from within.

This is a remote work position.

Responsibilities

• Efficiently answer and troubleshoot inbound customer calls in a high-volume call center environment for up to 8 hours.
• Accurate documentation of calls utilizing our ticketing system.
• Strive for first call resolution, while providing any additional information to the customer to prevent call backs.
• Leverage the internal knowledge base to find information needed.
• Monitoring your open cases, along with following up with the appropriate team and/or customer to resolve within our defined service level agreements.
• Meet or exceed management expectations for productivity and professionalism as measured by customer surveys, call monitoring, and phone metrics.
• Participate in any additional departmental projects or tasks as assigned to you.

Requirements

• Ability to communicate clearly, confidently, friendly, and professionally with our customers in a high-volume call center environment.
• Ability to handle technical support calls over the phone for up to 8 hours.
• 2 years of experience in customer service.
• 1 years of experience in a technical support role.
• Strong troubleshooting abilities.
• Ability to multitask.
• Experience supporting Microsoft Remote Desktop Services (RDS).
• Experience supporting Microsoft Active Directory.
• Understanding of cloud computing and SaaS business models.
• Exposure to QuickBooks Desktop is helpful.
• Knowledge of Local Networking preferred.
• Previous call center experience preferred.

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance, and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.