Technical Support Expert

Sage Group • Pittsburgh, PA

335d • Hybrid

About The Position

The goal of the Technical Support Expert is to identify customer needs and resolve technical issues regarding Sage Intacct's products and services, demonstrating strong problem-solving capabilities to maximize first-time resolution, enhance customer relationships, and enable an exceptional Sage experience. This is a hybrid role: 3 days/week in office.

Requirements

• 2+ years in Customer facing role (either by phone, voice, or chat)
• Experience working with and using IT systems
• Experience working with ERP
• Understanding and experience with inventory control and/or fixed assets

Nice To Haves

• Fixed Asset Accounting: Understanding and experience working with fixed assets and ability to troubleshoot.
• Tax Accounting: Demonstrates troubleshooting tax and VAT tax technical issues.
• Inventory Control: Experience troubleshooting technical inventory valuations in distribution and manufacturing entities.
• Booking Keeping or Accountant Certifications (an asset but not required)

Responsibilities

• Identifies the root cause of the customer's software or system issues through excellent probing and a comprehensive understanding of Sage's products and services.
• Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues.
• Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools, as well as identifying cases that require escalation.
• Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.
• Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels.
• Assists customers in gaining value from their products and services by promoting available features and resources.
• Contributes to company knowledge capital by providing feedback to improve the customer/user experience.
• Documents customer contact in a clear, concise and understandable format, escalating unresolved issues to appropriate resources.
• Works collaboratively and effectively in a team, maintaining a positive attitude and treating all individuals with respect.
• Prioritizes work to balance importance from a customer perspective with operational efficiency.

Benefits

• Comprehensive health, dental, and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 21 days paid time off (+1 floating holiday)
• 5 days paid yearly to volunteer (through Sage Foundation)
• Sage Wellness Rewards Program (flexible ways to use wellness credit and fitness reimbursement)
• A library of on-demand career development options and ongoing training offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services