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Customer Support Associate – Bakertilly

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Responsibilities

Are you interested in joining one of the fastest growing professional services firms in the nation?

 

Are you excited to connect the world of finance and accounting with technology?

 

If yes, consider joining Baker Tilly US, LLP (BT) as an Accounting Software Customer Support Specialist! At BT,  your main responsibilities will include working directly with project customers, providing support for end users, and working directly with customers, internal consultants, and external vendors for solutions. The position will involve diagnosis, troubleshooting, provisioning, and escalation for issue resolution in the Sage Intacct environment.  

 

As one of the fastest growing firms in the nation, BT has the ability to offer you upward career trajectory, flexibility in how and where you get your work done and meaningful relationships with clients, teammates and leadership who truly care about you and your development.

 

Does this describe you?

  • You want to work for a leading professional services firm whose owners have both their clients’ and employees’ best interests in mind and are transparent in their decisions
  • You want to grow professionally and develop your client service and technical skills to build a career with endless opportunities now, for tomorrow

What you will do:

  • Be a trusted member of the engagement team and responsible for:
    • Reviewing, assigning and/or taking ownership of customer support tickets daily, responding promptly to customers once reviewed
    • Determining a course of action upon review of case tickets
    • Testing possible solutions in demonstration environments
    • Adding internal comments to variations of potential solutions and contact customers with possible solutions
    • Escalating issues without immediate resolution to internal management or Sage Intacct’s customer support and/or engineering
    • Following up regularly on outstanding tickets
    • Delegating certain issues to the implementation or technical services team for highly configured instances of the software
    • Corresponding throughout issue resolution process in a timely manner
    • Other duties as assigned
  • Learn and grow from direct on the job coaching and mentoring along with participating in firm wide learning and development programs
  • Utilize your entrepreneurial skills to network and build strong relationships internally and with your clients
  • Support the growth and development of team members through the Baker Tilly Care and Teach philosophy, helping associates meet their professional goals
  • Enjoy friendships, social activities and team outings that encourage a work-life balance


Qualifications

Successful candidates will have:

  • A bachelor’s degree preferred, preferably in business administration, accounting, MIS or equivalent experience
  • One (1)+ years’ experience in the accounting or finance field with exposure to multiple ERP systems or in a software technical support environment working heavily with external customers, ideally in a financial or accounting software or application
  • Demonstrated skills in the areas of time management, communication, interpersonal skills, relationship building, collaboration, and problem solving
  • Strong leadership, project management, organizational and analytical skills, initiative, adaptability
  • Microsoft Suite skills
  • Eligibility to work in the U.S. without sponsorship