QuickBooks Technical Support Analyst

Company : Cx25ww

Job Type : Full Time

Noida, India

Job Description - QuickBooks Technical Support Analyst

Role Overview

We are looking for a QuickBooks Technical Support Analyst who can operate at the intersection of customer support and technical problem -solving. The role demands hands -on expertise in diagnosing and resolving QuickBooks -related issues, with a strong focus on delivering first -contact resolution and driving customer satisfaction. This is not a transactional support role—you are expected to own the problem end -to -end, ensure resolution, and create a seamless customer experience.

Key Responsibilities

Act as the primary point of contact for customers facing issues with QuickBooks (Desktop & Online)

Diagnose and resolve:

Installation & configuration issues
Data migration and data integrity challenges
Login, access, and authentication errors
Payroll processing and compliance issues
Performance and system -related errors

Execute data migration and file repair activities with high accuracy
Troubleshoot using logs, backend tools, and structured debugging approaches
Guide customers through step -by -step resolutions via phone, chat, or remote sessions
Ensure high First Call Resolution (FCR) and minimize repeat contacts
Escalate complex issues with proper documentation and root cause insights
Maintain detailed case notes and contribute to knowledge base creation
Stay updated with QuickBooks product releases, patches, and compliance updates

Requirements

Required Qualifications

Minimum 3+ years of hands -on experience in QuickBooks Technical Support
Strong understanding of:

QuickBooks Desktop & QuickBooks Online
Payroll modules and tax configurations
Data migration tools and processes

Working knowledge of:

Windows and MAC OS environment
Basic networking concepts
Database/file handling (company files, backups, restores)

Proven ability to troubleshoot and resolve technical issues independently
Excellent verbal and written communication skills

Key Skills

Technical troubleshooting & root cause analysis
Data migration & file repair expertise
Customer handling & expectation management
Logical thinking and diagnostic ability
Process adherence with a continuous improvement mindset
Ability to work under pressure in a high -volume support environment

KPIs / Success Metrics

First Call Resolution (FCR)
Average Handling Time (AHT)
Customer Satisfaction (CSAT)
Ticket Resolution SLA adherence
Escalation rate & quality of documentation

What Success Looks Like in This Role

You reduce repeat contacts by solving problems right the first time
You handle complex QuickBooks issues without dependency
You contribute to building scalable support processes and knowledge systems
You create a customer experience that builds trust, not frustration

Benefits

Preferred Profile

Experience in a BPO/ITES or SaaS support environment

Exposure to accounting practices

Certification in QuickBooks

Benefits & Perks

Performance -Linked Incentives
Monthly/quarterly payouts tied to CSAT, FCR, and productivity metrics
Learning & Certification Support
Sponsorship for QuickBooks certifications and upskilling programs
Work Environment
Structured, process -driven setup with exposure to global customers

Email address

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