Sage Intacct Customer Support Senior Associate

Baker Tilly; Illinois; Remote; USD 85,000 - 110,000; Full time

Job summary

Baker Tilly is seeking a Sage Intacct Customer Support Senior Specialist to join our remote-friendly team in the United States. The role focuses on managing support tickets, testing solutions, and collaborating with clients to resolve complex accounting software issues.

Ideal candidates will have a bachelor's degree and 3+ years in accounting/finance with ERP exposure, strong communication and leadership skills, and comfort with Sage Intacct and Microsoft Office.

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.
• Demonstrated skills in time management, communication, interpersonal skills, relationship building, collaboration, and problem solving.

Responsibilities

• Reviewing, assigning and/or taking ownership of customer support tickets daily, responding promptly to customers once reviewed.
• 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.
• Delegating certain issues to the implementation or technical services team for highly configured instances of the software.
• 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.

Skills

Time management

Communication

Interpersonal skills

Relationship building

Collaboration

Problem solving

Leadership

Project management

Organizational skills

Analytical skills

Initiative

Adaptability

Time management

Microsoft Office

Education

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

Tools

Sage Intacct

Microsoft Office

ERP systems

Job description

Company 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 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.

Equal Employment Opportunity

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.

Employment Policy

Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees.

Role: Sage Intacct Customer Support Senior Specialist

We are looking for a Sage Intacct Customer Support Senior Specialist. This position is REMOTE.

Responsibilities

• Reviewing, assigning and/or taking ownership of customer support tickets daily, responding promptly to customers once reviewed
• 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
• Delegating certain issues to the implementation or technical services team for highly configured instances of the software
• 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

Requirements

• 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