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Accounting Systems Customer Support Specialist

2 months ago

Springfield, Illinois, United States Baker Tilly Advisory Group, LP Full time

About Baker Tilly Advisory Group, LP

Baker Tilly Advisory Group, LP is a leading professional services firm that provides clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers. Our firm is a licensed independent CPA firm that provides attest services to its clients, and we are also a member of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion.

Job Summary

We are seeking an experienced Accounting Systems Customer Support Specialist to join our team. As a key member of our engagement team, you will be responsible for providing support to our clients in the Sage Intacct environment, including diagnosis, troubleshooting, provisioning, and escalation for issue resolution.

Key Responsibilities

  • Review and assign customer support tickets daily, responding promptly to customers once reviewed
  • Determine a course of action upon review of case tickets
  • Test possible solutions in demonstration environments
  • Add internal comments to variations of potential solutions and contact customers with possible solutions
  • Escalate issues without immediate resolution to internal management or Sage Intacct's customer support and/or engineering
  • Follow up regularly on outstanding tickets
  • Run reporting weekly for management
  • Delegate certain issues to the implementation or technical services team for highly configured instances of the software
  • Correspond throughout the issue resolution process in a timely manner

What We Offer

As a member of our team, you will have the opportunity to learn and grow from direct on-the-job coaching and mentoring, as well as participate in firm-wide learning and development programs. You will also have the chance to utilize your entrepreneurial skills to network and build strong relationships internally and with your clients. Our firm is committed to the growth and development of our team members, and we offer a supportive and collaborative work environment.

Requirements

To be successful in this role, you will need to have excellent communication and problem-solving skills, as well as the ability to work independently and as part of a team. You will also need to have a strong understanding of the Sage Intacct environment and be able to troubleshoot and resolve issues in a timely manner.