Sage Intacct Customer Support Senior Associate

Baker Tilly Advisory Group; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Baker Tilly Advisory Group is seeking a remote Sage Intacct Support Specialist to join one of the nation's fastest-growing professional services firms. You will work directly with project customers, provide end-user support, diagnose and resolve issues, and coordinate with internal consultants and external vendors.

This role offers flexible remote work and opportunities for career growth within a collaborative team.

Qualifications

• Bachelor's degree required, preferably in business administration or accounting.
• Experience with Sage Intacct or similar ERP systems is preferred.
• Remote work experience and ability to work with distributed teams are valued.

Responsibilities

• Reviewing, assigning, and owning customer support tickets daily.
• Responding promptly to customers after ticket review.
• Testing possible solutions in demonstration environments.
• Escalating unresolved issues to management or Sage Intacct support/engineering.
• Following up on outstanding tickets and communicating progress to customers.
• Collaborating with implementation or technical services teams for complex configurations.

Skills

Customer support

Troubleshooting

Escalation management

Client communication

Education

Bachelor's degree

Tools

Sage Intacct

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.

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.

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.

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:

• Be a trusted member of the engagement team and responsible for: 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,