Senior Support Consultant

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 
Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

Our Sage Intacct team is hiring a talented Support Consultant professional to join our team. You have an intellectual curiosity to pursue the unknown, to continuously improve, and ambition to grow in a fast-paced environment. Specifically, you will work directly with customers to identify, troubleshoot, and resolve client issues, including complex or escalated support cases requiring strong functional application knowledge. Additionally, the Sage Intacct Support Consultant will work with other consultants, customer support, and sales teams to deliver services projects, maintain customer relationships, support continuity of service, and help ensure customer satisfaction and ease of ongoing support

Job Responsibilities

• Triage support requests in the appropriate Request tracking systems.
• Provide functional application support for Sage Intacct, and integration and ISV products by working directly with clients to gather replication details.
• Own support requests through closure, including complex or escalated client cases, while ensuring clients receive regular status updates and service quality expectations are met. This position requires hands-on troubleshooting and resolution of requests.
• Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers. Perform all steps relevant to validate the client request and correctly identify the severity of the request.
• Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, resolution, and related knowledge-transfer details to support ticket quality reviews and future reference.
• Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests.
• Ensure that proper processes are being adhered to, identify recurring issues and improvement opportunities, and report to the team lead and/or team manager when process enhancements or long-term resolution efforts are needed.
• Evaluate the impact of the request on the Client, then be able to prioritize the importance.
• Create and maintain good relations with Clients to ensure a high level of Client satisfaction.
• Analyze and troubleshoot requests before escalating within the Support team, providing relevant details, replication steps, root-cause insight, and recommended next actions.
• Work with management to document and provide content for a knowledgebase, support product training, and contribute knowledge transfer materials for easier reference on future requests for all team members.
• Serve as a resource for other support team members by providing guidance, coaching, and knowledge transfer on support processes and client issue resolution.
• Any other responsibilities may be assigned from time to time, and you should have the willingness to accept and excel at new responsibilities,
• Build relationships with customers and work closely with them to achieve the best solutions to maximize product use, benefits, and functionality.

Job Requirements

• Candidates have worked in a role supporting Intacct or similar ERP systems either as a Support Specialist or a Power user.
• Practical and hands-on knowledge of Intacct. Specific experience should include but is not limited to, system administration and configuration setups, transaction processing including bank reconciliations and year end closing.
• Proven ability to manage conflicting priorities, set clear expectations with customers and internal stakeholders, and maintain SLA awareness and service quality standards.
• A strong interest in the use of system solutions to improve performance in an operational environment
•   Zeal to learn and acquire new skills.
• College degree in Accounting, Business Management, Information Systems or related discipline from an accredited college or university preferred

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $83,000 to $96,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until September 18, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.