Sage Intacct Customer Support Senior Associate

Baker Tilly•Chicago, IL

3d•$67,060 - $127,120•Remote

About The Position

Are you interested in joining one of the fastest growing professional services firms in the nation? Are you excited to connect the world of finance and accounting with technology? If yes, consider joining Baker Tilly US, LLP (BT) as a Sage Intacct Customer Support Senior Specialist! At BT your main responsibilities will include working directly with project customers, providing support for end users, and working directly with customers, internal consultants, and external vendors for solutions. The position will involve diagnosis, troubleshooting, provisioning, and escalation for issue resolution in the Sage Intacct environment. As one of the fastest growing firms in the nation, BT has the ability to offer you upward career trajectory, flexibility in how and where you get your work done and meaningful relationships with clients, teammates and leadership who truly care about you and your development. (This position is REMOTE.) Does this describe you? You want to work for a leading professional services firm whose owners have both their clients’ and employees’ best interests in mind and are transparent in their decisions You want to grow professionally and develop your client service and technical skills to build a career with endless opportunities now, for tomorrow

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