Job Description

Sage Intacct is looking for a Support Analyst to be a part of the growth of our Global Customer Support organization.  If you are highly enthusiastic, positive-minded, customer focused and service-oriented, you may be a good fit in this role to provide best-in-class support for our Cloud Financial Management software solution. You will need to prioritize and multi-task on a daily basis, while maintaining a high level of confidence and professionalism. You must be able to work on complex problems, while balancing a large workload in a fast-paced and dynamic team environment. 

Responsibilities:

  • Assist customers and/or partners in responding to questions and issues with the Sage Intacct application via live help, online customer portal, and phone.
  • Daily Case Management, which includes
    • Maintaining, updating and prioritizing cases to meet published customer Service Level Objectives
    • Logging cases with accurate information to provide a full record of each issue and resolution
    • Performing research and troubleshooting to resolve cases
    • Providing timely communications with clients and internal departments such as Engineering and Product Management
    • Logging and tracking escalations.
  • Contribute to the development of internal knowledge base and customer solution portal.
  • Understand customer needs and provide proactive suggestions to improve customer use and satisfaction.
  • May be required to work during weekends and holidays on a rotating basis to provide support coverage.
  • May be required to work outside of standard work hours in response to critical customer situations.

Requirements:

  • Bachelor's degree in Accounting, Business Administration, Management Information Systems, Computer Science or equivalent experience.
  • 2+ years of experience in a customer support role.
  • Understanding of accounting and financial business operations.
  • Strong analytical and problem-solving skills.
  • Strong organizational skills with the ability to multi-task in a fast-paced environment.
  • Ability to learn quickly and research complex issues.
  • Excellent written and verbal communication skills, including clear speaking voice and good use of English language grammar.
  • Proven success in a team environment.

Desired Requirements:

  • Experience working with or implementing Sage Intacct or other ERP/Financial software application.
  • Experience using CRM software such as Salesforce.
  • Understanding of Internet and Cloud technologies.

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