Sage Intacct Customer Support Senior Associate
About The Position
Baker Tilly is a leading advisory, tax and assurance firm. Baker Tilly US, LLP (BT) is seeking a Sage Intacct Customer Support Senior Specialist to join their team. This role involves working directly with project customers, providing support for end users, and collaborating with customers, internal consultants, and external vendors for solutions. The position will focus on diagnosis, troubleshooting, provisioning, and escalation for issue resolution within the Sage Intacct environment. BT offers opportunities for upward career trajectory, flexibility in work location, and meaningful relationships with clients, teammates, and leadership.
Requirements
- A bachelor's degree required, preferably in business administration, accounting, MIS or equivalent experience
- Three (3)+ years’ experience in the accounting or finance field with exposure to multiple ERP systems or in a software technical support environment working heavily with external customers, ideally in a financial or accounting software or application
- Demonstrated skills in the areas of time management, communication, interpersonal skills, relationship building, collaboration, and problem solving
- Strong leadership, project management, organizational and analytical skills, initiative, adaptability
- Microsoft Suite skills
- Eligibility to work in the U.S. without sponsorship
Responsibilities
- Reviewing, assigning and/or taking ownership of customer support tickets daily, responding promptly to customers once reviewed
- Determining a course of action upon review of case tickets
- Testing possible solutions in demonstration environments
- Adding internal comments to variations of potential solutions and contact customers with possible solutions
- Escalating issues without immediate resolution to internal management or Sage Intacct’s customer support and/or engineering
- Following up regularly on outstanding tickets
- Delegating certain issues to the implementation or technical services team for highly configured instances of the software
- Corresponding throughout issue resolution process in a timely manner
- Other duties as assigned
- Learn and grow from direct on the job coaching and mentoring along with participating in firm wide learning and development programs
- Utilize your entrepreneurial skills to network and build strong relationships internally and with your clients
- Support the growth and development of team members through the Baker Tilly Care and Teach philosophy, helping associates meet their professional goals
- Enjoy friendships, social activities and team outings that encourage a work-life balance
Benefits
- Comprehensive compensation and benefits package
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
