Consultant

• Triage support requests in the appropriate Request tracking systems
• Provide functional application support for Sage Intacct, and integration and ISV products by working directly with clients to gather replication details
• Own Support Requests until closure and ensure that Clients are receiving regular status updates
• Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers
• Perform all steps relevant to validate the client request and correctly identify the severity of the request
• Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution
• Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests
• Ensure that proper processes are being adhered to
• Create and maintain good relations with Clients to ensure a high level of Client satisfaction
• Analyze and troubleshoot requests before escalating within Support team with the relevant details
• Work with management to document and provide content for a knowledgebase for easier reference on future Requests for all team members
• Build relationships with customers and work closely with them to achieve the best solutions to maximize product use, benefits, and functionality

Sage Intacct Implementation Support Consultant

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Member Outreach and Engagement Consultant