[Hiring] Sage Intacct Customer Support Senior Associate @Baker Tilly

Role Description

Are you interested in joining one of the fastest growing professional services firms in the nation? Are you excited to connect the world of finance and accounting with technology? If yes, consider joining Baker Tilly US, LLP (BT) as a Sage Intacct Customer Support Senior Specialist! At BT your main responsibilities will include:

• Working directly with project customers, providing support for end users.
• Collaborating with customers, internal consultants, and external vendors for solutions.
• Diagnosis, troubleshooting, provisioning, and escalation for issue resolution in the Sage Intacct environment.

As one of the fastest growing firms in the nation, BT offers:

• Upward career trajectory.
• Flexibility in how and where you get your work done.
• Meaningful relationships with clients, teammates, and leadership who care about your development.

This position is REMOTE.

Does this describe you?

• You want to work for a leading professional services firm whose owners have both their clients’ and employees’ best interests in mind and are transparent in their decisions.
• You want to grow professionally and develop your client service and technical skills to build a career with endless opportunities.

What you will do:

• Be a trusted member of the engagement team and responsible for:
• Reviewing, assigning and/or taking ownership of customer support tickets daily, responding promptly to customers once reviewed.
• Determining a course of action upon review of case tickets.
• Testing possible solutions in demonstration environments.
• Adding internal comments to variations of potential solutions and contacting customers with possible solutions.
• Escalating issues without immediate resolution to internal management or Sage Intacct’s customer support and/or engineering.
• Following up regularly on outstanding tickets.
• Delegating certain issues to the implementation or technical services team for highly configured instances of the software.
• Corresponding throughout the issue resolution process in a timely manner.
• Other duties as assigned.
• Learn and grow from direct on-the-job coaching and mentoring along with participating in firm-wide learning and development programs.
• Utilize your entrepreneurial skills to network and build strong relationships internally and with your clients.
• Support the growth and development of team members through the Baker Tilly Care and Teach philosophy, helping associates meet their professional goals.
• Enjoy friendships, social activities, and team outings that encourage a work-life balance.

Qualifications

• A bachelor's degree required, preferably in business administration, accounting, MIS or equivalent experience.
• Three (3)+ years’ experience in the accounting or finance field with exposure to multiple ERP systems or in a software technical support environment working heavily with external customers, ideally in a financial or accounting software or application.
• Demonstrated skills in the areas of time management, communication, interpersonal skills, relationship building, collaboration, and problem solving.
• Strong leadership, project management, organizational and analytical skills, initiative, adaptability.
• Microsoft Suite skills.
• Eligibility to work in the U.S. without sponsorship.

Benefits

• The pay range for this position is $78,100 to $126,500.
• This range represents a good-faith and reasonable estimate of the compensation the firm expects to pay for this position at the time of posting.
• Actual compensation will depend on a variety of relevant factors, including an applicant’s skills, experience, qualifications, professional certifications, work arrangements, geographic location, and other business and organizational needs.
• It is not typical for an individual to be hired at or near the top of the range, and compensation decisions depend on the facts and circumstances of each case.
• Baker Tilly offers a compensation and benefits package to eligible employees.

Company Description