Sage Intacct Customer Support Senior Associate
Baker Tilly US, Madison, WI, United States
Sage Intacct Customer Support Senior Specialist
Overview
Baker Tilly is a leading advisory, tax and assurance firm providing a coast‑to‑coast and global advantage across major U.S. regions and international financial centers. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) offer professional services under the Alternative Practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws. Baker Tilly US, LLP is a licensed independent CPA firm providing attest services, while the Advisory Group offers tax and business advisory services. We are a member of Baker Tilly International.
Job Description
We are seeking a Sage Intacct Customer Support Senior Specialist to work directly with project customers, providing end‑user support, troubleshooting, provisioning, and escalation within the Sage Intacct environment. This remote position offers flexibility and a career trajectory within a fast‑growing professional services firm.
Responsibilities include diagnosing and resolving support tickets, testing solutions in demonstration environments, escalating unresolved issues, and maintaining timely communication with customers and internal teams. You will also contribute to learning programs, build internal and client relationships, and support the development of associates.
What You Will Do
Be a trusted member of the engagement team and responsible for reviewing, assigning, and taking ownership of customer support tickets daily, responding promptly to customers once reviewed.
Determine a course of action upon review of case tickets.
Test possible solutions in demonstration environments.
Add internal comments to variations of potential solutions and contact customers with possible solutions.
Escalate issues without immediate resolution to internal management or Sage Intacct’s customer support and/or engineering.
Follow up regularly on outstanding tickets.
Delegate certain issues to the implementation or technical services team for highly configured instances of the software.
Correspond throughout the issue resolution process in a timely manner.
Other duties as assigned.
Learn and grow from direct on‑the‑job coaching and mentoring, participating in firm‑wide learning and development programs.
Utilize entrepreneurial skills to network and build strong relationships internally and with clients.
Support the growth and development of team members through the Baker Tilly Care and Teach philosophy.
Enjoy friendships, social activities, and team outings that encourage a work‑life balance.
Qualifications
Bachelor's degree required, preferably in business administration, accounting, MIS or equivalent experience.
3+ years of experience in accounting or finance with exposure to multiple ERP systems or in a software technical support environment, ideally in financial or accounting software.
Demonstrated skills in 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
Pay range: $83,820 to $127,120. Compensation is influenced by factors such as skills, experience, qualifications, and location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.
Equal Opportunity Employer
Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.
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Overview
Baker Tilly is a leading advisory, tax and assurance firm providing a coast‑to‑coast and global advantage across major U.S. regions and international financial centers. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) offer professional services under the Alternative Practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws. Baker Tilly US, LLP is a licensed independent CPA firm providing attest services, while the Advisory Group offers tax and business advisory services. We are a member of Baker Tilly International.
Job Description
We are seeking a Sage Intacct Customer Support Senior Specialist to work directly with project customers, providing end‑user support, troubleshooting, provisioning, and escalation within the Sage Intacct environment. This remote position offers flexibility and a career trajectory within a fast‑growing professional services firm.
Responsibilities include diagnosing and resolving support tickets, testing solutions in demonstration environments, escalating unresolved issues, and maintaining timely communication with customers and internal teams. You will also contribute to learning programs, build internal and client relationships, and support the development of associates.
What You Will Do
Be a trusted member of the engagement team and responsible for reviewing, assigning, and taking ownership of customer support tickets daily, responding promptly to customers once reviewed.
Determine a course of action upon review of case tickets.
Test possible solutions in demonstration environments.
Add internal comments to variations of potential solutions and contact customers with possible solutions.
Escalate issues without immediate resolution to internal management or Sage Intacct’s customer support and/or engineering.
Follow up regularly on outstanding tickets.
Delegate certain issues to the implementation or technical services team for highly configured instances of the software.
Correspond throughout the issue resolution process in a timely manner.
Other duties as assigned.
Learn and grow from direct on‑the‑job coaching and mentoring, participating in firm‑wide learning and development programs.
Utilize entrepreneurial skills to network and build strong relationships internally and with clients.
Support the growth and development of team members through the Baker Tilly Care and Teach philosophy.
Enjoy friendships, social activities, and team outings that encourage a work‑life balance.
Qualifications
Bachelor's degree required, preferably in business administration, accounting, MIS or equivalent experience.
3+ years of experience in accounting or finance with exposure to multiple ERP systems or in a software technical support environment, ideally in financial or accounting software.
Demonstrated skills in 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
Pay range: $83,820 to $127,120. Compensation is influenced by factors such as skills, experience, qualifications, and location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.
Equal Opportunity Employer
Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.
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