Sage Intacct Customer Support Senior Associate
About The Position
Baker Tilly is seeking a Sage Intacct Customer Support Senior Specialist to join their professional services firm. This role involves connecting finance and accounting with technology by providing support for end users and working with customers, internal consultants, and external vendors to find solutions. The position focuses on diagnosis, troubleshooting, provisioning, and escalation for issue resolution within the Sage Intacct environment. Baker Tilly offers upward career trajectory, flexibility, and meaningful relationships with clients, teammates, and leadership. This position is fully remote.
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
Benefits
- comprehensive compensation and benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
1,001-5,000 employees
