Sage Intacct Customer Support Senior Associate

Baker Tilly Advisory Group, LP; City of Albany (NY); Remote; USD 78,000 - 127,000; Full time

Job summary

Baker Tilly Advisory Group, LP is seeking a remote Sage Intacct support professional with 3+ years in accounting/finance software or ERP support. You will handle tickets, diagnose issues, and coordinate with clients and internal teams to resolve problems.

Responsibilities include reviewing tickets, testing solutions, escalating when needed, and contributing to client success while maintaining strong relationships. Bachelor's degree required; U.S. work eligibility required.

Qualifications

• Bachelor's degree required in business, accounting, MIS, or related field.
• 3+ years in accounting/finance with ERP exposure or software support for external customers.
• Strong time management, communication, and analytical skills.

Responsibilities

• Review, assign, and own customer support tickets daily.
• Determine actions after reviewing case tickets and test solutions in demo environments.
• Add internal comments and contact customers with possible solutions.
• Escalate issues to management or Sage Intacct support for complex cases.
• Follow up regularly on outstanding tickets and coordinate with implementation/tech teams.
• Communicate clearly throughout issue resolution and document outcomes.
• Participate in coaching and development programs to grow skills.
• Network with customers and internal teams to build relationships.

Skills

ERP systems experience

Customer support

Communication

Education

Bachelor's degree

Tools

Sage Intacct

Microsoft Office

Job description

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion.

Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

Job Description

Are you interested in joining one of the fastest growing professional services firms in the nation? Are you excited to connect the world of finance and accounting with technology? At BT your main responsibilities will include working directly with project customers, providing support for end users, and working directly with customers, internal consultants, and external vendors for solutions. The position will involve diagnosis, troubleshooting, provisioning, and escalation for issue resolution in the Sage Intacct environment. As one of the fastest growing firms in the nation, BT has the ability to offer you upward career trajectory, flexibility in how and where you get your work done and meaningful relationships with clients, teammates and leadership who truly care about you and your development. (This position is REMOTE.) Does this describe you? You want to work for a leading professional services firm whose owners have both their clients' and employees' best interests in mind and are transparent in their decisions. You want to grow professionally and develop your client service and technical skills to build a career with endless opportunities now, for tomorrow.

What you will do

• 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

Qualifications

• A bachelor's degree required, preferably in business administration, accounting, MIS or equivalent experience
• Three (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 the areas of time management, communication, interpersonal skills, relationship building, collaboration, and problem solving
• Strong leadership, project management, organizational and analytical skills, initiative, adaptability
• Microsoft Suite skills
• Eligibility to work in the U.S. without sponsorship

Additional Information

The pay range for this position is $78,100 to $126,500. This range represents a good-faith and reasonable estimate of the compensation the firm expects to pay for this position at the time of posting. Actual compensation will depend on a variety of relevant factors, including an applicant's skills, experience, qualifications, professional certifications, work arrangements, geographic location, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range, and compensation decisions depend on the facts and circumstances of each case.

Baker Tilly offers a compensation and benefits package to eligible employees.