Overview:

Deloitte is seeking a Customer Strategy & Design professional to provide Tier 1 support to Mid Market customers. This role involves assisting customers with QuickBooks Online and ensuring high-quality customer interactions.

Responsibilities

• Provide Tier 1 phone and chat support to Mid Market customers.
• Demonstrate understanding of QuickBooks Online and core accounting workflows.
• Diagnose customer issues using structured approaches.
• Document interactions thoroughly in Salesforce.
• Manage an active case queue with proactive follow-ups.
• Deliver high-quality customer interactions reflecting empathy and professionalism.
• Invite customers to complete satisfaction surveys and incorporate feedback.
• Maintain an updated schedule for workforce planning.
• Engage in team channels and operational workflows.
• Complete required compliance and training within established timelines.
• Progress through upskill pathway based on demonstrated proficiency.
• Understand customer business operations and recommend solutions.

Qualifications

• Bachelor's degree in Accounting, Finance, Commerce, Business or related field.
• 3–6 years of finance and accounting experience.
• Strong knowledge of bookkeeping principles and financial software workflows.
• Proven ability to manage multiple tasks in a structured environment.
• Strong analytical and troubleshooting skills.
• 1 to 2+ years of selling experience.
• 2+ years client-facing experience.

Communication & Soft Skills

• Strong verbal and written communication skills in English.
• Consultative communication style.
• Strong documentation skills.
• High-empathy de-escalation skills.

Preferred

• C1/C2 English proficiency.
• Experience supporting Mid Market or B2B customers.
• Prior support experience with QuickBooks products.

Nice-to-have

• Experience with senior finance leadership.
• MBA / Masters.
• CA / CPA / ACCA.