Support Analyst

As a Customer Support Analyst you will be the face of our customer support team, you'll be instrumental in ensuring every interaction leaves our Sage Intacct customers feeling heard and valued. Whether it's through phone calls, emails, or chats, you'll tackle issues head-on,
Your role goes beyond just solving problems; you'll also be our customers' guide to getting the most out of our products and services. By highlighting key features and resources, you'll help them unlock the full potential of Sage Intacct solutions and even spot opportunities to tailor our offerings to their unique needs.

Day-to-day responsibilities
In this role, you'll be right in the thick of things, engaging directly with customers to address their needs swiftly. You'll handle cases focusing on the payments team's realm. Picture yourself diving into applications related to accounts payable, cash management, bank feeds, and payments.
Your problem-solving skills will be put to the test as you tackle a range of issues, from the straightforward to the more intricate. Using a mix of analysis and testing techniques, you'll navigate through complexities with confidence, ensuring our customers can get back to business as quickly as possible.
Every interaction you have will be meticulously documented, ensuring clarity and consistency for both our team and our customers. And when an issue can't be resolved right away, you'll make sure to partner with our internal teams to get the issue resolved.
You'll be diving into the heart of our customers' software and system challenges. By asking the right questions and truly understanding their needs, you'll pinpoint the root causes of issues, setting the stage for effective solutions.
You will be the first line of defense against technical hiccups. Armed with a toolbox of resources and tools like blueprints, you'll strive to resolve issues.
Qualifications

A foundation in accounting is a must, including a grasp of basic accounting principles like debits and credits. You should have practical experience in accounting work, either through previous roles or coursework.

2+ years providing customer support or troubleshooting accounting software, managing case queues along the way.

Familiarity with various accounting software is beneficial, as it helps in troubleshooting effectively.

We're looking for someone who's a quick learner and can adapt to new situations with ease and being a team player is crucial.

Detail orientation is key, especially when it comes to documenting case details accurately.

Plenty of perks:

Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

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

What it’s like to work at Sage:
Careers homepage - https://www.sage.com/en-us/company/careers/
Glassdoor reviews - https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm
LinkedIn page - https://www.linkedin.com/company/sage-software
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