Customer Support Analyst (General Ledger)
San Jose
hace 1 día

AdvertPeople make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them : people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company.

We’re writing our next chapter. Be part of it!

Experience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need.

Through the good and more challenging times. Innovating at pace so customers can manage their finances, operations and people.

Every one of us shapes our culture at Sage - doing what’s right and succeeding together, united by our commitment to each other.

We encourage each other to grow in our roles, in our careers and as individuals.

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If you would like support with your application (or require any adjustments) please contact us at 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 : Job DescriptionSage Intacct is looking for a Support Analyst to be a part of the growth of our Global Customer Support organization.

If you are highly enthusiastic, positive-minded, customer focused and service-oriented, you may be a good fit in this role to provide best-in-class support for our Cloud Financial Management software solution.

You will need to prioritize and multi-task on a daily basis, while maintaining a high level of confidence and professionalism.

You must be able to work on complex problems, while balancing a large workload 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.
  • Daily Case Management, which includes
  • Maintaining, updating and prioritizing cases 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 during 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.
  • 2+ years of experience in a customer support role.
  • Understanding of accounting and financial business operations.
  • 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 working with or implementing Sage Intacct or other ERP / Financial software application.
  • Experience using CRM software such as Salesforce.
  • Understanding of Internet and Cloud technologies.
  • LI-JW1

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