Customer Support Lead

Sage Intacct is looking for enthusiastic, positive-minded, customer focused and service-oriented people to be Lead Support Analysts in our Global Customer Support organization. You will need to prioritize and multi-task daily, while maintaining a high level of confidence and professionalism. You must be able to work on complex problems, while balancing multiple customer cases in a fast-paced and dynamic team environment.

Responsibilities:

Responsibilities: • Perform daily queue management to ensure cases are actively progressed. • Handle manager escalations to customer satisfaction. • Act as subject matter expert on multiple Sage Intacct product modules. • Organize activities to guide, mentor and train team members. • Liaise with Engineering and Product Management to prioritize fixes and product features based on customer feedback. • Coordinate with Release Readiness Manager to ensure team readiness on releases. • Contribute to the development of internal knowledge base and customer solution portal. • Participate in interviewing of potential new hire candidates. • Participate in Agent Case Evaluation reviews to ensure case quality. • Discuss support improvement opportunities with customers in response to survey comments. • Active participation in review and planning activities to improve overall performance of the team. • Identify process improvements on quality and service capabilities of support team. • Lead support improvement projects and initiatives. • May be required to work weekends and holidays on a rotating basis in an Escalation Manager role. • May be required to work outside of standard work hours in response to critical customer situations. Required Skills: • Bachelor's degree in Accounting, Business Administration, Management Information Systems, Computer Science or equivalent experience. • 4 years of experience in a customer support role. • 2 years of Sage Intacct product knowledge. • Strong understanding of accounting and financial business operations. • Strong analytical and problem-solving skills. • Experience using CRM software such as Salesforce. • Ability to evangelize proper processes, transfer product knowledge and demonstrate workarounds in usage of product functionality. • Strong organizational skills with the ability to multi-task in a fast-paced environment. • Excellent written and verbal communication skills, including clear speaking voice and good use of English language grammar. • Proven leadership success in a team environment. Desired Skills: • Experience leading or managing a global team. • Understanding of relational database and SQL queries. • Experience using Sage Intacct advanced CS Tools for troubleshooting.