Customer Support Analyst
Company: Disability Solutions
Location: San Jose
Posted on: January 24, 2023
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Job Description:
Job TitleCustomer Support Analyst Job DescriptionSage Intacct is
looking for a Customer 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 ResponsibilitiesResponsibilities: --- 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. Requirements:
--- Bachelor's degree in Accounting, Business Administration,
Management Information Systems, Computer Science or equivalent
experience. --- 2+ years of experience in a customer support role
in a Software / Tech industry --- Understanding of accounting and
financial business operations; Accounts Payable, Accounts
Receivable, Cash Management and/or Bank Reconciliation --- 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 Requirements: --- 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.
Do you love where you work? WE do! Who is Sage?
https://www.sage.com/en-us/company/careers/who-we-are/ How we make
a difference: https://www.sage.com/en-us/company/sage-foundation/
Champion of Business Builders: https://www.sage.com/en-us/products/
Life at Sage:
https://www.sage.com/en-us/company/careers/life-at-sage/ Our
comprehensive total rewards program included: --- Extended health,
dental and vision coverage --- On-going training and professional
development --- 21 days paid time off from the start --- Paid 5
days to volunteer through our Sage Foundation --- Matching
Retirement contributions --- And, so much more... #LI-CM1
FunctionCustomer Operations CountryUnited States Office LocationSan
Jose Work Place typeHybrid 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 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 careers@sage.com 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
Keywords: Disability Solutions, San Jose , Customer Support Analyst, Professions , San Jose, California
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