Sage Intacct Customer Support Senior Associate

Baker Tilly • Chicago, IL

1d • Remote

About The Position

Baker Tilly is hiring a Sage Intacct customer support professional to work directly with project customers and support end users. The role involves diagnosing, troubleshooting, provisioning, and escalating issues in the Sage Intacct environment, coordinating with customers, internal consultants, and external vendors to find solutions. This position is remote. The role also includes opportunities for professional development through on-the-job coaching, mentoring, and firm-wide learning programs, as well as supporting the growth of other team members.

Requirements

• Bachelor’s degree required; preferably in business administration, accounting, MIS, or equivalent experience.
• Three or more years of experience in accounting or finance with exposure to multiple ERP systems, or in a software technical support environment working extensively with external customers.
• Demonstrated time management, communication, interpersonal, relationship-building, collaboration, and problem-solving skills.
• Strong leadership, project management, organizational, and analytical skills.
• Initiative and adaptability.
• Microsoft Suite skills.
• Eligibility to work in the U.S. without sponsorship.

Nice To Haves

• Experience in financial or accounting software or applications.

Responsibilities

• Review, assign, and/or take ownership of customer support tickets daily, and respond promptly to customers after reviewing them.
• Determine a course of action after reviewing case tickets.
• Test possible solutions in demonstration environments.
• Add internal comments about potential solutions and contact customers with possible solutions.
• Escalate unresolved issues to internal management or Sage Intacct customer support and/or engineering.
• Follow up regularly on outstanding tickets.
• Delegate issues involving highly configured software instances to the implementation or technical services team.
• Communicate with customers throughout the issue-resolution process in a timely manner.
• Perform other duties as assigned.
• Participate in on-the-job coaching, mentoring, and firm-wide learning and development programs.
• Build internal and client relationships using entrepreneurial skills.
• Support team members’ growth and development through Baker Tilly’s Care and Teach philosophy.

Benefits

• Compensation and benefits package for eligible employees.
• Upward career trajectory.
• Flexibility in how and where work is done.
• Learning and development programs, including coaching and mentoring.
• Friendships, social activities, and team outings that encourage work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior