Intacct Product Specialist

We are looking for a Product Specialist to deliver exceptional customer and technical support for Sage products.

Experience & Work Model:

• 25 years of experience in Product Support / Technical Support / Application Support
• Hybrid work model 3 days working from the office
• Night shift role: 11:00 PM 8:00 AM

Key Responsibilities:

• Identify root causes of software or system issues through strong probing, analysis, and troubleshooting.
• Act as a frontline technical resource, driving firstcall resolution and escalating issues when required.
• Stay current on applications, systems, processes, and procedures through ongoing training.
• Own the endtoend customer support experience across phone, email, and chat, meeting defined SLAs and metrics.
• Help customers maximise product value by promoting features and available resources.
• Accurately document customer interactions and contribute to improving knowledge bases and processes.
• Collaborate effectively within the team while prioritising work to balance customer impact and operational efficiency.
• Communicate clearly and effectively, demonstrating active listening, accountability, adaptability, and a strong customer focus.
• Troubleshoot API integration issues by analysing logs, response codes, and validating requests/responses to ensure seamless data synchronisation between Sage Intacct and other systems.
• Apply analytical and criticalthinking skills to deliver optimal solutions.