Remote Sage Intacct Support Lead — Customer Success

Baker Tilly Advisory Group, LP; Tallahassee (FL); Remote; USD 78,000 - 127,000; Full time

Job summary

Baker Tilly Advisory Group, LP is seeking a remote Senior Application Support professional to join our Sage Intacct support team in the United States. You will manage customer tickets, troubleshoot, test solutions, and coordinate with implementation and technical services to resolve complex cases.

The role emphasizes strong communication, leadership, and collaboration with clients and internal teams, offering growth opportunities and exposure to a broad set of ERP systems in a professional

Qualifications

• Bachelor's degree required, preferably in business administration, accounting, MIS or equivalent.
• 3+ years' experience in the accounting or finance field with exposure to multiple ERP systems or in a software technical support environment working heavily with external customers, ideally in a financial or accounting software or application.
• Demonstrated skills in time management, communication, interpersonal skills, relationship building, collaboration, and problem solving.
• Strong leadership, project management, organizational and analytical skills, initiative, adaptability.
• Eligibility to work in the U.S. without sponsorship.

Responsibilities

• Reviewing, assigning and/or taking ownership of customer support tickets daily, responding promptly to customers once reviewed.
• Determining a course of action upon review of case tickets.
• Testing possible solutions in demonstration environments.
• Adding internal comments to variations of potential solutions and contact customers with possible solutions.
• Escalating issues without immediate resolution to internal management or Sage Intacct's customer support and/or engineering.
• Following up regularly on outstanding tickets.
• Delegating certain issues to the implementation or technical services team for highly configured instances of the software.
• Corresponding throughout issue resolution process in a timely manner.
• Other duties as assigned.
• Learn and grow from direct on the job coaching and mentoring along with participating in firm wide learning and development programs.
• Utilize your entrepreneurial skills to network and build strong relationships internally and with your clients.
• Support the growth and development of team members through the Baker Tilly Care and Teach philosophy, helping associates meet their professional goals.
• Enjoy friendships, social activities and team outings that encourage a work-life balance.

Skills

Time management

Communication

Interpersonal skills

Relationship building

Collaboration

Problem solving

Leadership

Project management

Organizational skills

Analytical skills

Microsoft Suite

Education

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

Tools

Microsoft Suite

Job description

Baker Tilly Advisory Group, LP is seeking a remote Senior Application Support professional to join our Sage Intacct support team in the United States. You will manage customer tickets, troubleshoot, test solutions, and coordinate with implementation and technical services to resolve complex cases.

The role emphasizes strong communication, leadership, and collaboration with clients and internal teams, offering growth opportunities and exposure to a broad set of ERP systems in a professional