Sage Intacct is looking for a Support Analyst to be a part of the growth of our Global Customer Support organization. If you are highly enthusiastic, positive-minded, customer focused and service-oriented, you may be a good fit in this role to provide best-in-class support for our Cloud Financial Management software solution. You will need to prioritize and multi-task on a daily basis, while maintaining a high level of confidence and professionalism. You must be able to work on complex problems, while balancing a large workload 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.
• 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.

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 Requirements:

• 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.