Senior Support Consultant

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.

Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

About this Position

Our Sage Intacct team is hiring a talented Support Consultant professional to join our team. You have an intellectual curiosity to pursue the unknown, to continuously improve, and ambition to grow in a fast-paced environment. Specifically, you will work directly with customers to identify, troubleshoot, and resolve client issues, including complex or escalated support cases requiring strong functional application knowledge. Additionally, the Sage Intacct Support Consultant will work with other consultants, customer support, and sales teams to deliver services projects, maintain customer relationships, support continuity of service, and help ensure customer satisfaction and ease of ongoing support

Job 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.

Job Requirements

- 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 admin