Reporting Support Analyst
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Sage Intacct is looking for enthusiastic, positive-minded, customer focused and service-oriented people to be Support Analysts, focusing on Reporting Tools, 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:
- Assist customers and/or partners in responding to questions and issues with the Sage Intacct application via live help, online customer portal, and phone.
- Case Management, which includes
- Maintaining, updating and prioritizing cases daily to meet published customer Service Level Objectives
- Logging cases with accurate information to provide a full record of each issue and resolution
- Performing research and troubleshooting to resolve cases
- Providing timely communications with clients and internal departments such as Engineering and Product Management
- Logging and tracking escalations.
- Contribute to the development of internal knowledge base and customer solution portal.
- Understand customer needs and provide proactive suggestions to improve customer use and satisfaction.
- May be required to work weekends and holidays on a rotating basis to provide support coverage.
- May be required to work outside of standard work hours in response to critical customer situations.
Requirements:
- Bachelor's degree in Accounting, Business Administration, Management Information Systems, Computer Science or equivalent experience.
- Ability to understand and troubleshoot SQL, Functions and Calculations in reports
- 1 year of experience with reporting tools eg. Excel/Tableau/Salesforce
- Understanding of how to add/remove columns, sorting, grouping, apply filter in the report
- Strong analytical and problem-solving skills
- Strong organizational skills with the ability to multi-task in a fast-paced environment.
- Ability to learn quickly and research complex issues.
- Excellent written and verbal communication skills, including clear speaking voice and good use of English language grammar.
- Proven success in a team environment.
Desired Skills:
- Experience working with Sage Intacct Interactive Custom Report Writer/Interactive Visual Explorer/OBIEE (Oracle Business Intelligence Enterprise Edition)
- Understanding of accounting and financial business operations
- Understanding of Internet and Cloud technologies.
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