ERP Support Analyst

Sage Intacct is looking for enthusiastic, positive-minded, customer focused and service-oriented people to be Support Analysts in our Global Customer Support organization. You will need to prioritize and multi-task daily, while maintaining a high level of confidence and professionalism. You must be able to work on complex problems, while balancing multiple customer cases in a fast-paced and dynamic team environment.

Responsibilities:

Assist customers and/or partners in responding to questions and issues with the Sage Intacct application via live help, online customer portal, and phone.

Case Management, which includes

Maintaining, updating and prioritizing cases daily to meet published customer Service Level Objectives

Logging cases with accurate information to provide a full record of each issue and resolution

Performing research and troubleshooting to resolve cases

Providing timely communications with clients and internal departments such as Engineering and Product Management

Logging and tracking escalations.

Performing language translations for communication between customers, partners, and Sage escalation teams.

Contribute to the development of internal knowledge base and customer solution portal.

Understand customer needs and provide proactive suggestions to improve customer use and satisfaction.

May be required to work weekends and holidays on a rotating basis to provide support coverage.

May be required to work outside of standard work hours in response to critical customer situations.

Requirements:

Bachelor's degree in Accounting, Business Administration, Management Information Systems, Computer Science or equivalent experience.

2+ years of experience in a customer support role.

Understanding of accounting and financial business operations.

Strong analytical and problem-solving skills.

Strong organizational skills with the ability to multi-task in a fast-paced environment.

Ability to learn quickly and research complex issues.

Excellent written and verbal communication skills, including clear speaking voice and good use of English language grammar.

Proven success in a team environment.

Desired Skills:

Experience working with or implementing Sage Intacct or other ERP/Financial software application.

Experience using CRM software such as Salesforce.

Understanding of Internet and Cloud technologies.

Perks? We have plenty:

Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

Comprehensive health, dental and vision coverage

401(k) retirement match (100% matching up to 4%)

31 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

5 days paid yearly to volunteer (through Sage Foundation)

$5,250 tuition reimbursement per calendar year starting 6 months after hire date

Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

Library of on-demand career development options and ongoing training offerings

Hear from our employees:
According to our employee feedback on Comparably, we scored a 4.8/5 rating on company culture and our employees gave our CEO a score of 90/100. We also won awards in 2021 for Best Company when it comes to diversity, compensation, women, work-life balance, leadership, and career growth, to name a few.


Dig deeper about who we are:
Who is Sage: https://www.sage.com/en-us/company/about-sage/
Life at Sage: https://www.sage.com/en-us/company/careers/
Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/