Senior Support Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage and prioritize support requests in designated request-tracking systems.

• Provide functional application assistance for Sage Intacct, its integrations, and ISV products.

• Collaborate directly with clients to collect replication details.

• Take ownership of support requests until they are fully resolved, including complex or escalated cases.

• Deliver regular updates to clients and ensure service quality standards are met.

• Hands-on troubleshooting and resolution of client requests.

• Offer prompt and professional service to clients.

• Validate support requests and accurately assess their severity.

• Document ticket classifications, descriptions, reproduction steps, root causes, resolutions, and knowledge-transfer information.

• Review client contracts and adhere to applicable SLAs.

• Ensure adherence to support processes while identifying recurring issues and areas for improvement.

• Communicate process enhancements and long-term resolution needs to team leaders or managers.

• Assess client impact and prioritize requests accordingly.

• Foster and maintain strong client relationships and satisfaction.

• Analyze and troubleshoot requests before escalating them, providing relevant information and recommended actions.

• Develop knowledgebase content and support product training initiatives.

• Contribute to the creation of knowledge-transfer materials.

• Mentor, coach, and share knowledge with other members of the support team.

• Cultivate customer relationships to maximize product usage, benefits, and features.

• Embrace and excel in new responsibilities as assigned.

⛳️ Requirements

• Proven experience supporting Intacct or comparable ERP systems as a Support Specialist or Power User.

• Practical, hands-on expertise with Sage Intacct.

• Experience in system administration and configuration setups.

• Familiarity with transaction processing, including bank reconciliations and year-end closing activities.

• Ability to juggle conflicting priorities effectively.

• Skill in setting clear expectations with customers and internal stakeholders.

• Awareness of SLAs and service quality standards.

• Strong interest in leveraging system solutions to enhance operational performance.

• Eagerness to learn and acquire new skills.

• Preferred college degree in Accounting, Business Management, Information Systems, or a related field from an accredited institution.

• Customer authorization may be necessary for access to customer information, systems, and/or premises.

🏝️ Benefits

• Eligibility for bonuses as per the Company's plan.

• Medical, Dental, and Vision insurance coverage.

• Insurance options for Accident, Critical Illness, and Hospital Indemnity.

• Access to an Employee Assistance Program (EAP).

• Life and AD&D Insurance coverage.

• Short- and Long-Term Disability Insurance.

• Flexible Spending Accounts available.

• Transportation and Parking Accounts offered.

• Health Savings Accounts with company contributions.

• 401(k) plan with matching contributions.

• Legal Benefits provided.

• Identity Theft Protection services.

• Pet Insurance coverage available.

• Wellness Program offerings.

• Paid Time Off, starting with 15 days annually.

• 8 Paid Holidays each year, including 1 floating holiday.

• Option for a remote work arrangement.