Note: The job is a remote job and is open to candidates in USA. Net at Work is a technology advisor and solution provider offering ERP, HCM, and CRM solutions and services. The Senior Support Consultant will support Sage Intacct and related products by troubleshooting and resolving client issues, including complex and escalated cases. The role also involves managing support requests, maintaining client relationships, documenting solutions, and collaborating with consulting, customer support, sales, and management teams.
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
Skills
- 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
Benefits
- This position is also eligible for a bonus in accordance with the terms of the Company's plan.
- 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.
Company Overview