Senior Customer Support Associate, Sage Intacct

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Review, manage, and/or take responsibility for customer support tickets on a daily basis, ensuring prompt responses to clients.

• Assess case tickets to determine the appropriate course of action.

• Test potential solutions within demonstration environments.

• Document internal comments regarding potential solutions and communicate with customers about these solutions.

• Elevate unresolved issues to internal management or Sage Intacct customer support and/or engineering teams.

• Regularly follow up on outstanding tickets to ensure resolution.

• Assign specific issues to implementation or technical services teams for software instances that require extensive configuration.

• Maintain timely correspondence throughout the issue-resolution process.

• Provide assistance to end users while collaborating directly with project customers, internal consultants, and external vendors.

• Diagnose, troubleshoot, provision, and escalate issues within the Sage Intacct environment.

• Engage in firm-wide learning and development initiatives.

• Network and cultivate strong relationships with both internal and client stakeholders.

• Foster team-member development through the Baker Tilly Care and Teach philosophy.

• Execute additional duties as assigned.

⛳️ Requirements

• A bachelor's degree is required, preferably in business administration, accounting, MIS, or a comparable field of experience.

• A minimum of three (3) years of experience in the accounting or finance sector, with familiarity in multiple ERP systems or within a software technical support role that heavily interacts with external clients, ideally in financial or accounting software.

• Proven skills in time management, communication, interpersonal relations, relationship building, collaboration, and problem-solving.

• Strong leadership capabilities, project management proficiency, organizational and analytical skills, initiative, and the ability to adapt.

• Proficiency in Microsoft Suite applications.

• Must be eligible to work in the U.S. without the need for sponsorship.

🏝️ Benefits

• Flexibility regarding how and where you complete your work.

• Opportunities for upward career advancement.

• Development of meaningful relationships with clients, teammates, and leadership.

• On-the-job coaching and mentoring initiatives.

• Access to firm-wide learning and development programs.

• Opportunities for networking and relationship-building.

• Support for professional goals through the Baker Tilly Care and Teach philosophy.

• Social activities and team outings that promote work-life balance.

• A competitive compensation and benefits package for eligible employees.