Remote Sage Intacct Customer Support Senior Specialist

Baker Tilly; Clifton (TX); Remote; USD 78,000 - 127,000; Full time

Job summary

Baker Tilly US, LLP is seeking a Sage Intacct Customer Support Senior Specialist to work remotely. You will support end users, diagnose issues, and collaborate with clients, internal consultants, and vendors to resolve Sage Intacct tickets.

You will review tickets daily, determine action plans, test solutions, escalate when needed, and maintain timely communication with customers. A bachelor’s degree and 3+ years in accounting/ERP environments are expected.

Qualifications

• Bachelor's degree in business administration, accounting, MIS or equivalent.
• 3+ years in accounting/finance with exposure to ERP systems or in software support for external customers.
• Strong time management, communication, interpersonal skills, organization and problem solving.
• Leadership, project management and analytical abilities; proficient with Microsoft Office.

Responsibilities

• Reviewing, assigning and owning customer support tickets daily and respond to customers.
• Determine a course of action upon review of case tickets.
• Test possible solutions in demonstration environments.
• Add internal comments and contact customers with possible solutions.
• Escalate issues to internal management or Sage Intacct support/engineering when needed.
• Follow up regularly on outstanding tickets.
• Coordinate with implementation or technical services for complex configurations.
• Communicate progress throughout the resolution process.
• Participate in on-the-job coaching and firm learning programs.
• Build relationships with clients and internal teams; support growth and client service.

Skills

Time management

Communication

Relationship building

Problem solving

Project management

Education

Bachelor's degree in business administration, accounting, MIS or equivalent

Tools

ERP systems

Microsoft Excel

Job description

Baker Tilly US, LLP is seeking a Sage Intacct Customer Support Senior Specialist to work remotely. You will support end users, diagnose issues, and collaborate with clients, internal consultants, and vendors to resolve Sage Intacct tickets.

You will review tickets daily, determine action plans, test solutions, escalate when needed, and maintain timely communication with customers. A bachelor’s degree and 3+ years in accounting/ERP environments are expected.