Sage Intacct Customer Support Senior Associate

Baker Tilly; Sacramento (CA); Remote; USD 70,000 - 95,000; Full time

Job summary

Baker Tilly is seeking a Sage Intacct Customer Support Senior Specialist to join our remote team in the United States. You will work directly with project customers, end users, and external vendors to provide solutions, while growing your client service and technical skills for a long-term career.

The role is remote, offering opportunities to grow professionally, develop client relationships, and contribute to firm-wide learning and development programs.

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 time management, communication, interpersonal skills, relationship building, collaboration, and problem solving.
• Strong leadership, project management, organizational and analytical skills, initiative, adaptability.
• Microsoft Suite skills.

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

Relationship building

Problem solving

Leadership

Project management

Analytical skills

Microsoft Suite

Education

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

Tools

Microsoft Office

Job description

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.

Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.

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.

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. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

Sage Intacct Customer Support Senior Specialist

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. This position is REMOTE. You want to grow professionally and develop your client service and technical skills to build a career with endless opportunities.

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

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