Technical Support Expert

: Sage Intacct is looking for enthusiastic, positive-minded, customer focused and service-oriented people to be Support Analysts in our Global Customer Support organization. You will need to prioritize and multi-task daily, while maintaining a high level of confidence and professionalism. You must be able to work on complex problems, while balancing multiple customer cases in a fast-paced and dynamic team environment. *This is a hybrid role: 3 days/week*

Key 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.

• Case Management, which includes
• Maintaining, updating and prioritizing cases daily 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 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 Skills:

• 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.

Function

Customer Operations

Country

United States

Office Location

Beaverton;Lawrenceville

Work Place type

Hybrid

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Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage: sage.com/en-us/company/careers/working-at-sage/ Watch a video about our culture: youtube.com/watch?v=h1-vs3zIpnc We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at View email address on us.fitly.work. Learn more about DEI at Sage: sage.com/en-us/company/careers/diversity-equity-and-inclusion/