Senior Support Consultant

Job description

Accountabilities: Triage and manage incoming support requests through the appropriate tracking systems, accurately assessing severity, impact, priority, and applicable service-level requirements. Provide hands-on functional support for Sage Intacct, integrations, and related ISV solutions by gathering replication details, troubleshooting issues, identifying root causes, and delivering effective resolutions. Own support cases through closure, including complex and escalated requests, while maintaining regular customer communication and meeting service quality and SLA expectations. Build strong customer relationships through responsive, professional, and solution-oriented communication, helping clients maximize the functionality, benefits, and value of their systems. Thoroughly document ticket information, including categorization, issue descriptions, reproduction steps, root causes, resolutions, and knowledge-transfer details. Review customer contracts and apply relevant SLA requirements when prioritizing and responding to support requests. Analyze issues before escalating them, providing clear technical and functional context, relevant troubleshooting performed, replication steps, root-cause insights, and recommended next actions. Identify recurring issues, process gaps, and opportunities for long-term improvements, escalating recommendations to team leadership when appropriate. Contribute to knowledge bases, training materials, and internal documentation that improve future issue resolution and support consistency. Act as a resource for other support professionals by sharing expertise, providing guidance, coaching colleagues, and facilitating knowledge transfer. Collaborate with consulting, customer support, sales, and other internal teams to support service continuity, customer satisfaction, and successful delivery of client solutions. Take ownership of additional responsibilities as needed and contribute to ongoing improvements in support processes and customer outcomes. Requirements: Demonstrated professional experience supporting Sage Intacct or a comparable ERP system, either in a dedicated support role or as an experienced power user. Practical, hands-on knowledge of Sage Intacct, including system administration, configuration, transaction processing, bank reconciliations, and year-end closing activities. Ability to troubleshoot complex functional application issues independently and determine when escalation or additional expertise is required. Proven ability to manage competing priorities, establish clear expectations with customers and internal stakeholders, and remain attentive to SLA and service-quality requirements. Strong customer service, communication, and relationship-building skills, with a professional and responsive approach to client interactions. Strong analytical and problem-solving abilities, with intellectual curiosity and a genuine interest in understanding how systems can improve operational performance. Ability to document issues and solutions clearly and accurately for both immediate resolution and future knowledge sharing. Collaborative mindset with the ability to coach colleagues, share knowledge, and work effectively across support, consulting, sales, and other teams. Eagerness to learn new technologies, acquire new skills, and adapt effectively in a fast-paced environment. A college degree in Accounting, Business Management, Information Systems, or a related discipline is preferred. Benefits: Base salary: $83,000–$96,000 annually. Bonus eligibility in accordance with the applicable compensation plan. Medical, dental, and vision coverage. Accident, critical illness, and hospital indemnity insurance. Employee Assistance Program (EAP). Life and AD&D insurance. Short- and long-term disability insurance. Flexible Spending Accounts and Health Savings Accounts, including a company contribution. Transportation and parking accounts. 401(k) retirement plan with matching contributions. Legal benefits and identity theft protection. Pet insurance and wellness program offerings. Paid time off accrued based on years of service, starting at 15 days annually. 8 paid holidays per year, including 1 floating holiday. Opportunities for professional development, knowledge sharing, and growth within a technology-focused professional services environment. Remote work arrangement within the United States. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Consultant based in United States. This is a client-facing support role focused on helping organizations get the most value from their ERP and business applications.You will troubleshoot complex functional issues, manage escalated cases, and guide customers toward effective, sustainable solutions.The role combines hands-on application expertise with strong customer relationship management and service ownership.You will collaborate with support, consulting, sales, and internal teams to maintain service quality and improve the customer experience.Beyond resolving individual issues, you will identify recurring problems, contribute to knowledge resources, and help strengthen support processes.The environment is fast-paced and collaborative, with opportunities to deepen your ERP expertise and continuously develop new skills.Success in this position means delivering reliable solutions while building trust and long-term customer satisfaction.