Intacct Product Specialist

<span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:1:j_id413:j_id415"><span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:1:j_id413:j_id419">Role: To identify customer needs and resolve technical issues regarding Sage’s products and services, demonstrating strong problem-solving capabilities to maximise first-time resolution, enhance customer relationships, and enable an exceptional Sage experience. <br> <br>Skills &amp; Know How <br>Must have: <br>• Proven experience in a senior technical or functional support role, ideally supporting enterprise or strategic customers. <br>• Strong analytical and problem-solving skills with the ability to diagnose and resolve multifaceted problems. <br>• Excellent communication and stakeholder management skills—able to handle sensitive customer interactions with professionalism and empathy. <br>• Ability to manage multiple high-priority cases simultaneously while maintaining attention to detail. <br>• Proven ability to remain calm and professional under pressure while maintaining ownership and accountability. <br> <br>Preferred: <br>• Experience using CRM and case management systems (e.g., Salesforce, ServiceNow, JIRA). <br>• Technical knowledge of Intacct / ERP systems and customer environments. <br> <br>Key behaviours <br>• Empathetic, proactive, and customer obsessed. <br>• Demonstrates curiosity, ownership, and composure under pressure. <br>• Balances quality and efficiency to deliver excellent customer outcomes. <br>• Collaborative and solution-focused, contributing to team and organisational goals. <br> Technical / professional qualifications <br>• Bookkeeping or Accountant Certifications (an asset but not required) <br> <br>This will be a Hybrid opportunity – 3 days in our Bangalore office. Since we have customers based out of US &amp; Australia, an ideal candidate must be open to working in different shifts. <br> <br> <br>#LI-RT</span></span><br/><span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:2:j_id413:j_id415"><span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:2:j_id413:j_id419">Key accountabilities and decision ownership: <br> <br>● Support Experience Ownership: Take full ownership of Partner and Customer support experience, including strategic and high value accounts, from start to finish, ensuring swift, accurate, and empathetic resolution at first contact. <br>● Advanced Problem Solving: Independently diagnose and resolve multifaceted product and system issues using deep product knowledge and understanding of regional accounting and legislative differences. <br>● Continuous Improvement: Identify recurring themes and insights from Partner &amp; Customer interactions, sharing feedback to improve product performance, service quality, and knowledge assets. <br>● Customer experience: Create exceptional customer experiences through clear communication, proactive support, and a genuine commitment to building lasting trust and confidence. <br>● Retention and growth support: Contribute directly to customer and partner retention by resolving issues quickly, identifying risk or opportunity signals. <br>● Collaboration: Partner closely with Escalation Specialists, Product, and Operations teams to share insights that improve support processes and customer outcomes. <br> <br> <br>#LI-RT</span></span>