versapay - Senior Technical Support Specialist
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Requirements
• Experience supporting Sage Intacct and/or Vital Edge (AP, AR, cash management, or general ledger modules preferred) • Background in customer support, customer care, or helpdesk environments • Strong troubleshooting and problem-solving skills • Excellent communication skills (written and verbal) • Ability to manage multiple priorities in a fast-paced environment • Familiarity with ticketing systems (e.g., Intercom, Zendesk, Salesforce, etc.) • Basic accounting knowledge is a plus • Experience with ERP systems or financial software (NetSuite, QuickBooks, etc.) • Understanding of integrations and data flow between systems • Strong attention to detail and organizational skills • Customer-first mindset with a proactive approach to issue resolution • ## Success Metrics • SLA adherence and response times • Customer satisfaction (CSAT) scores • Ticket resolution time and quality • Effective escalation and case handling
Responsibilities
• Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email • Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions • Review and triage support tickets, ensuring proper prioritization and timely resolution • Escalate complex issues to L2/technical teams with clear documentation and context • Assist in queue management, ensuring SLAs and response times are met • Educate customers on product features, best practices, and workflows • Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently • Maintain accurate records of customer interactions and resolutions
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