Senior Support Consultant (Intacct)

Our Sage Intacct team is hiring a talented Support Consultant professional to join our team. You have an intellectual curiosity to pursue the unknown, to continuously improve, and ambition to grow in a fast-paced environment. Specifically, you will work directly with customers to identify, troubleshoot, and resolve client issues, including complex or escalated support cases requiring strong functional application knowledge. Additionally, the Sage Intacct Support Consultant will work with other consultants, customer support, and sales teams to deliver services projects, maintain customer relationships, support continuity of service, and help ensure customer satisfaction and ease of ongoing support

• →Triage support requests in the appropriate Request tracking systems.
• →Provide functional application support for Sage Intacct, and integration and ISV products by working directly with clients to gather replication details.
• →Own support requests through closure, including complex or escalated client cases, while ensuring clients receive regular status updates and service quality expectations are met. This position requires hands-on troubleshooting and resolution of requests.
• →Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all steps relevant to validate the client request and correctly identify the severity of the request.
• →Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, resolution, and related knowledge-transfer details to support ticket quality reviews and future reference.
• →Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests.
• →Ensure that proper processes are being adhered to, identify recurring issues and improvement opportunities, and report to the team lead and/or team manager when process enhancements or long-term resolution efforts are needed.
• →Evaluate the impact of the request on the Client, then be able to prioritize the importance.
• →Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
• →Analyze and troubleshoot requests before escalating within the Support team, providing relevant details, replication steps, root-cause insight, and recommended next actions.
• →Work with management to document and provide content for a knowledgebase, support product training, and contribute knowledge transfer materials for easier reference on future requests for all team members.
• →Serve as a resource for other support team members by providing guidance, coaching, and knowledge transfer on support processes and client issue resolution.
• →Any other responsibilities may be assigned from time to time, and you should have the willingness to accept and excel at new responsibilities,
• →Build relationships with customers and work closely with them to achieve the best solutions to maximize product use, benefits, and functionality.

• Candidates have worked in a role supporting Intacct or similar ERP systems either as a Support Specialist or a Power user.
• Practical and hands-on knowledge of Intacct. Specific experience should include but is not limited to, system administration and configuration setups, transaction processing including bank reconciliations and year end closing.
• Proven ability to manage conflicting priorities, set clear expectations with customers and internal stakeholders, and maintain SLA awareness and service quality standards.
• A strong interest in the use of system solutions to improve performance in an operational environment
•   Zeal to learn and acquire new skills.
• College degree in Accounting, Business Management, Information Systems or related discipline from an accredited college or university preferred

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.