Support Analyst, Sage Intacct (L1)

MNP•Toronto, ON

57d

About The Position

What do you think of when you hear the name MNP? We are more than a prominent consulting firm in tax and accounting, we are redefining how organizations succeed in the digital age by bridging strategic vision, technical innovation, and operational execution to deliver transformative results. Make an impact as we look to strengthen our Managed Services Practice as a Support Analyst, with a focus on Sage Intacct. This position supports the L1 function, which combines ERP application expertise, accounting knowledge, and technical troubleshooting skills. The role acts as the bridge between finance/operations and IT, ensuring ERP systems run smoothly, issues are resolved quickly, and enhancements align with business processes. You will be an integral part of the team responsible for responding to clients’ technical concerns that come in to us from our client base while adhering to service level standards. This position will work Tier 1 or 2 incidents and service requests to resolution or escalate as required. At MNP, you will work alongside a collaborative team of creative thinkers and problem-solvers. You will gain hands-on experience, tackle meaningful challenges, and grow your skills in an environment where your voice is valued, and your development is a priority. If you are ready to accelerate your career and make a lasting impact, this is where your journey begins.

Requirements

2 years of professional customer service experience in an IT Call Centre environment.
A relevant technical post-secondary diploma, IT related certifications or equivalent work experience.
Sage Intacct experience required
Strong communication (able to explain application support issues in non-technical terms).
Customer service mindset with patience and empathy.
Team player, able to collaborate with L2, L3 and Operations Management resources.
Problem-solving and analytical thinking.
Willingness to learn and grow into a Sage Intacct specialist role.
Strong time management and attention to detail.
Understanding of the importance of detailed time tracking and recording.

Nice To Haves

Client Accounting experience preferred
French both written and verbal is considered a strong asset
Sage Intacct Accounting Specialist Certification
Microsoft 365 Certified: Fundamentals
ITIL 4 Foundation Certification (to align with MSP service delivery processes)
Accounting/Finance certification (CPA candidate or bookkeeping diploma) would be an asset
Sage Intacct Implementation Specialist Certification

Responsibilities

Resolve high-urgency issues for end users and client organizations.
Deliver strong customer service experience to clients via Phone/Chat Support.
Provide accurate assessment of customer issues and requests.
Accurately log customer calls and chats in Service Tickets.
Recognition and escalation of out-of-scope issues to specialized teams.
Collaborate with team members and team leaders to ensure fast resolution of client matters.
Adhering to internal policies, procedures, and guidelines.
Prompt and accurate submission of timesheets in accordance with corporate billing policies.
ITIL-aligned processes (Incident, Problem, Request, Change management).
Root cause analysis and known error documentation for Problem Management.
Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.
Contribute to the development of new ideas and approaches to improve work processes