Senior Support Consultant

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Net at Work

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Net at Work is a technology solutions provider that helps small and medium-sized businesses enhance their operations through transformative use of technology. They offer a wide range of services including ERP implementation, CRM solutions, IT managed services, cloud hosting, and strategic advisory services. Net at Work focuses on unlocking the power of next-generation technology to improve business efficiency, employee experience, and customer engagement. By aligning technology with business needs, they assist companies in various industries including Chemicals, Construction, Healthcare, and more, to optimize their performance and unleash their potential.

📋 Description

• Triage support requests in appropriate request-tracking systems • Provide functional application support for Sage Intacct, integrations, and ISV products • Work directly with clients to gather replication details • Own support requests through closure, including complex or escalated cases • Provide regular client status updates and meet service quality expectations • Troubleshoot and resolve client requests hands-on • Deliver responsive and professional client service • Validate requests and correctly identify severity • Document ticket categorizations, descriptions, reproduction steps, root cause, resolution, and knowledge-transfer details • Review client contracts and follow applicable SLAs • Ensure support processes are followed and identify recurring issues and improvement opportunities • Report process enhancements and long-term resolution needs to team leads or managers • Evaluate client impact and prioritize requests • Build and maintain client relationships and satisfaction • Analyze and troubleshoot requests before escalating, providing relevant details and recommended next actions • Create knowledgebase content and support product training • Contribute knowledge-transfer materials • Guide, coach, and transfer knowledge to other support team members • Build customer relationships to maximize product use, benefits, and functionality • Accept and excel at new responsibilities as assigned

🎯 Requirements

• Experience supporting Intacct or similar ERP systems as a Support Specialist or Power User • Practical, hands-on knowledge of Sage Intacct • Experience with system administration and configuration setups • Experience with transaction processing, including bank reconciliations and year-end closing • Ability to manage conflicting priorities • Ability to set clear expectations with customers and internal stakeholders • SLA awareness and service quality standards • Strong interest in using system solutions to improve operational performance • Zeal to learn and acquire new skills • College degree in Accounting, Business Management, Information Systems, or related discipline from an accredited college or university preferred • Customer approval may be required for access to customer information, systems, and/or premises

🏖️ Benefits

• Bonus eligibility in accordance with the Company's plan • Medical, Dental, and Vision insurance • 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 • Transportation and Parking Accounts • Health Savings Accounts with company contribution • 401(k) with matching contribution • Legal Benefits • Identity Theft Protection • Pet Insurance • Wellness Program Offerings • Paid Time Off, starting at 15 days annually • 8 Paid Holidays per year, including 1 floating holiday • Remote work arrangement