Senior Technical Support Analyst

Sage Intacct is looking for enthusiastic, positive-minded, customer focused and service-oriented people to join our award-winning team 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.

Key Responsibilities
Responsibilities:

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

Daily Case Management, which includes

Maintaining, updating and prioritizing cases 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.

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 during 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.

Required Skills:

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

3+ year of experience in a customer support role.

Experience in API/Web Services/Salesforce integration issues.

Experience in XML/JSON formats, client tools like SOAP UI/Postman.

Good understanding of various communication protocols.

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 Sage Intacct or other ERP/Financial software application.

Experience using CRM software such as Salesforce.

Understanding of Internet and Cloud technologies.