Sage Intacct Customer Support Senior Associate

Baker Tilly • Chicago, IL

2d • $78,100 - $126,500 • Remote

About The Position

Baker Tilly is seeking a Sage Intacct customer support professional to work directly with project customers and support end users. The role involves diagnosing and troubleshooting issues, provisioning and escalating cases, and coordinating solutions with customers, internal consultants, external vendors, and Sage Intacct support or engineering. The position is remote. The role also offers on-the-job coaching and mentoring, firm-wide learning and development, opportunities to build client and team relationships, and support for colleagues’ professional development.

Requirements

• Bachelor’s degree required; preferably in business administration, accounting, MIS, or equivalent experience.
• At least three 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 supporting financial or accounting software or applications.

Responsibilities

• Review, assign, and/or take ownership of customer support tickets daily, responding promptly to customers after review.
• Determine an appropriate course of action after reviewing case tickets.
• Test potential solutions in demonstration environments.
• Add internal comments about potential solutions and contact customers with possible solutions.
• Escalate issues that cannot be resolved promptly to internal management or Sage Intacct customer support and/or engineering.
• Follow up regularly on outstanding tickets.
• Delegate certain 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 and mentoring and firm-wide learning and development programs.
• Build relationships internally and with clients through networking.
• Support team members’ growth and development in keeping with 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.
• Friendships, social activities, and team outings that encourage work-life balance.

What This Job Offers

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