Sr Technical Support Analyst

Atlanta, GA, United States

Sage Vacancy Sr Technical Support Analyst #sagecareers

Sage Vacancy Sr Technical Support Analyst #sagecareers

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Job Details: Sr Technical Support Analyst

Full details of the job.

Job Title

Sr Technical Support Analyst

Job Description

Sage Intacct is looking for enthusiastic, positive-minded, customer focused and service-oriented people to be Sr Technical Support Analyst 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

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.

Plenty of perks:

• 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/

LinkedIn page - https://www.linkedin.com/company/sage-software

Function

Customer Operations

Country

United States

Office Location

Atlanta;Lawrenceville;Beaverton

Work Place type

Hybrid

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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 and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

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! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at [email protected]

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. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster: http://1sa.ge/EjaS30kzhpR

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