Sage Intacct is seeking a Technologist to join our Customer Support Operations team. As our Support Operations Technologist, you will have a unique role that is sure to challenge and excite the right candidate. You will work closely with the Customer Support team, Project Managers, Knowledge Team, and Support Operations to identify opportunities that help drive continuous improvement and effectiveness of our Salesforce Service Cloud system, Genesys telephony system, automated case routing (q-assign), Video data wall, custom Salesforce modules, and other self-service solutions such as AI Chatbots, that Sage Intacct may adopt in the future.

The ideal candidate is a generalist who loves to 'know-it-all'. A curious person who takes things apart to figure out how it works. Someone who has a solid interest in evolving support technologies including Case Management systems, AI-assisted telephony, Chat/Messenger bots, Virtual Assistants, Alexa Skills, etc. and has a proven ability to explain complex issues in clear, non-technical language. You are an analytical thinker with the creative ability to craft conversations, workflows, and decision trees that quickly and effectively guide people to the solutions they are looking for.

Responsibilities:

• Help maintain and improve our Salesforce Service Cloud solution, Genesys phone system, knowledgebase, Sage Intacct Virtual Assistant, various in-house support tools
• Perform weekly analysis of trends in customer conversations to identify topics and unanswered questions with the biggest opportunity to automate via tools & technologies
• Analyze customer support cases to identify new topics to automate and publish via KBA, Chatbot, in-product help, and telephony solutions
• Help enhance our customer community with new integrations & solutions that ensure knowledge is available to our customers in real-time
• Maintain our automated case routing tool (q-assign) always ensuring cases are routed to the right person as fast as possible by optimizing rules and logic
• Help us develop chatbot and virtual AI assistant solutions
• Design, implement and tune the intents and entities that define the virtual assistant conversations - along with the associated dialog flow, business rules, context variables, and so forth
• Set KPI's and meet goals that improve the performance of our solutions month-over-month
• Maintain knowledge of current and emerging technologies/products/trends related to Bots, AI, and analytical tools
• Document and share knowledge on how our support tools & technologies work for users, author FAQs, and how-to articles

Key Skills and Abilities:

• 2+ years' experience with Salesforce Service Cloud, Knowledge & Community, or similar enterprise tools important
• Understands the mechanics of automated case-routing and able to build logical rules to produce the most optimal outcomes for customers and support teams
• Demonstrable experience with virtual assistants, chatbot solutions, developing conversations, workflows, decision trees, and voice assistant solutions (i.e. Alexa skills) is a plus
• Experience working with 3rd party tools/plugins that integrate with cloud solutions
• Extremely strong language skills with attention to detail, accuracy, grammar, spelling, and phraseology

You are also:

• A self-motivated person, a problem-solver, results-oriented, and delivers on deadlines
• A person with excellent organizational skills and follow-through
• Able to master all the tools and technologies a Customer Support organization uses
• Highly enthusiastic, positive-minded, customer-focused, service-orientated
• Someone that has proven success in a team environment and collaborating across teams
• You have a bachelor's degree in one of the following areas: Business Administration, Accounting, Management Information System, Math, or equivalent experience