Sage Intacct Product Support Consultant

About the Role

We are looking for a customer-focused and technically capable Sage Intacct Product Support Consultant to join our growing support team.

In this role, you will provide expert guidance and support to clients using Sage Intacct and related solutions, helping them maximise the value of their software and overcome technical and functional challenges. You will work directly with a diverse client base across multiple industries, troubleshooting issues, delivering exceptional service, creating knowledge resources and building long-term client relationships.

This opportunity is ideal for someone who enjoys problem-solving, has a strong understanding of business and finance processes, and thrives in a client-facing environment.

Key Responsibilities

• Provide professional and timely support to clients using Sage Intacct and associated applications.
  
• Investigate, troubleshoot and resolve software and system-related issues.
  
• Manage support cases efficiently.
  
• Maintain regular communication with clients regarding case progress and resolutions.
  
• Develop and maintain knowledge-base articles, documentation and learning resources.
  
• Identify recurring issues and recommend improvements, training opportunities and proactive support initiatives.
  
• Build and maintain strong client relationships to ensure high levels of customer satisfaction.
  
• Collaborate with colleagues and management to ensure an exceptional support experience.
  
• Continuously develop product, technical and industry knowledge.
  

Experience and Qualifications

• Minimum 3 to 4 years' experience in software, ERP, accounting software or technical support.
  
• Sage Intacct experience is highly desirable.
  
• Experience supporting ERP, finance, accounting or business management systems.
  
• Good understanding of accounting and financial processes.
  
• Experience working with support ticketing systems and service-level agreements.
  
• Experience interacting directly with customers in a support or consulting environment.
  
• Relevant Sage accreditation or willingness to obtain accreditation.
  

Skills and Attributes

• Strong troubleshooting and analytical problem-solving skills.
  
• Excellent written and verbal communication skills.
  
• The ability to communicate effectively with clients and colleagues across different countries, cultures and professional backgrounds.
  
• The ability to adapt communication styles to technical and non-technical audiences.
  
• Strong customer service and relationship-building skills.
  
• Professional, friendly and positive approach when dealing with customers.
  
• Strong organisational and time-management skills.
  
• Ability to manage multiple priorities and workloads simultaneously.
  
• Excellent attention to detail and documentation skills.
  
• A proactive, accountable and continuous-improvement mindset.
  
• Strong teamwork and collaboration skills.
  

What We Offer

• A permanent, full-time remote position.
  
• The opportunity to work with a diverse international client base.
  
• Ongoing product training and professional development.
  
• Exposure to a leading cloud ERP solution.
  
• A supportive and collaborative team environment.
  
• Opportunities for career growth within a growing business.