Sage Intacct Customer Support Senior Associate

Baker Tilly; Springfield (IL); 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 engage directly with project customers, diagnose and troubleshoot in the Sage Intacct environment, and coordinate with consultants and vendors for resolutions.

The role offers growth, collaboration, and flexible work arrangements, with a focus on customer success. Responsibilities include ticket management, testing solutions, documenting steps, escalating when needed, and ensuring timely

Qualifications

• Bachelor's degree required in business administration, accounting, MIS or equivalent.
• 3+ years’ experience in accounting/finance with exposure to ERP systems or software technical support for external customers.
• Strong time management, communication, interpersonal, relationship-building and problem-solving skills.

Responsibilities

• Reviewing, assigning and owning customer support tickets daily and responding promptly.
• Determining a course of action upon review of case tickets.
• Testing possible solutions in demonstration environments.
• Adding internal comments and contacting customers with possible solutions.
• Escalating issues to internal management or Sage Intacct support/engineering as needed.
• Following up regularly on outstanding tickets.
• Delegating issues to implementation or technical services for highly configured instances.
• Corresponding throughout issue resolution in a timely manner.
• Other duties as assigned.

Skills

Time management

Communication

Interpersonal skills

Relationship building

Collaboration

Problem solving

Leadership

Project management

Organizational skills

Analytical skills

Initiative

Adaptability

Education

Bachelor's degree (business administration, accounting, MIS or equivalent)

Tools

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. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram. Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring. 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? If yes, consider joining Baker Tilly US, LLP (BT) as a Sage Intacct Customer Support Senior Specialist. 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.)

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.