Sage City
Sr Technical Support Analyst
Sage City, Atlanta, Georgia, United States, 30383
Job Details: Sr Technical Support Analyst
Sage Intacct is looking for enthusiastic, positive-minded, customer-focused, and service-oriented people to be Sr Technical Support Analysts in our Global Customer Support organization. You will need to prioritize and multi-task daily while maintaining a high level of confidence and professionalism. You must be able to work on complex problems while balancing multiple customer cases in a fast-paced and dynamic team environment.Key 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.Case Management, which includes:Maintaining, updating, and prioritizing cases daily 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 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.Required Skills
Bachelor's degree in Accounting, Business Administration, Management Information Systems, Computer Science, or equivalent experience.4+ years of experience in a customer support role.Experience troubleshooting API/Web Services/Salesforce integration issues.Experience and Knowledge of XML, Web Services client tools like SOAP UI/Postman.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 Skills
Experience using CRM software such as Salesforce.Experience working with or implementing Sage Intacct or other ERP/Financial software application.Understanding of accounting and financial business operations.Understanding of Internet and Cloud technologies.Benefits
Comprehensive health, dental, and vision coverage.401(k) retirement match (100% matching up to 4%).32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday).18 weeks paid parental leave for birth, adoption, or surrogacy offered 1 year after start date.5 days paid yearly to volunteer (through Sage Foundation).$5,250 tuition reimbursement per calendar year starting 6 months after hire date.Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually).Library of on-demand career development options and ongoing training offerings.Work Environment
People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than forty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it!At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework.We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news! If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability, or veteran status.EOE AA/M/F/Vet/Disability. Sage Software is an Equal Opportunity Employer.
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Sage Intacct is looking for enthusiastic, positive-minded, customer-focused, and service-oriented people to be Sr Technical Support Analysts in our Global Customer Support organization. You will need to prioritize and multi-task daily while maintaining a high level of confidence and professionalism. You must be able to work on complex problems while balancing multiple customer cases in a fast-paced and dynamic team environment.Key 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.Case Management, which includes:Maintaining, updating, and prioritizing cases daily 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 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.Required Skills
Bachelor's degree in Accounting, Business Administration, Management Information Systems, Computer Science, or equivalent experience.4+ years of experience in a customer support role.Experience troubleshooting API/Web Services/Salesforce integration issues.Experience and Knowledge of XML, Web Services client tools like SOAP UI/Postman.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 Skills
Experience using CRM software such as Salesforce.Experience working with or implementing Sage Intacct or other ERP/Financial software application.Understanding of accounting and financial business operations.Understanding of Internet and Cloud technologies.Benefits
Comprehensive health, dental, and vision coverage.401(k) retirement match (100% matching up to 4%).32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday).18 weeks paid parental leave for birth, adoption, or surrogacy offered 1 year after start date.5 days paid yearly to volunteer (through Sage Foundation).$5,250 tuition reimbursement per calendar year starting 6 months after hire date.Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually).Library of on-demand career development options and ongoing training offerings.Work Environment
People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than forty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it!At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework.We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news! If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability, or veteran status.EOE AA/M/F/Vet/Disability. Sage Software is an Equal Opportunity Employer.
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