Senior Support Consultant

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation, and managed services to help organizations derive value from the transformative benefits of technology. Through the integration of ERP, HCM, and/or CRM solutions, Net at Work delivers unique, industry-specific solutions and operational platforms that enable companies to compete more effectively in today’s digital economy.

About the role

Our Sage Intacct team is hiring a talented Support Consultant to join our team. You will work directly with customers to identify, troubleshoot, and resolve client issues, including complex or escalated support cases requiring strong functional application knowledge. Additionally, you will collaborate with other consultants, customer support, and sales teams to deliver services projects, maintain customer relationships, support continuity of service, and ensure customer satisfaction and ease of ongoing support.

Responsibilities

• Triage support requests in the appropriate request tracking systems.
• Provide functional application support for Sage Intacct, integrations, and ISV products by working directly with clients to gather replication details.
• Own support requests through closure, including complex or escalated client cases, while ensuring clients receive regular status updates and service quality expectations are met.
• Deliver exceptional client service by being responsive and professional in all interactions with clients and coworkers.
• Perform all steps relevant to validate the client request and correctly identify the severity of the request.
• Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, resolution, and related knowledge-transfer details.
• Review and understand client contracts as they relate to signed SLAs to respond to and work support requests.
• Ensure proper processes are adhered to, identify recurring issues and improvement opportunities, and report to the team lead or manager when enhancements are needed.
• Evaluate the impact of the request on the client and prioritize accordingly.
• Create and maintain strong client relationships to ensure high satisfaction.
• Analyze and troubleshoot requests before escalating within the support team, providing relevant details, replication steps, and root-cause insights.
• Work with management to document and provide content for a knowledgebase, support product training, and contribute knowledge-transfer materials.
• Serve as a resource for other support team members by providing guidance, coaching, and knowledge transfer on support processes and issue resolution.
• Build relationships with customers 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 Intacct, including system administration, configuration setups, transaction processing (e.g., bank reconciliations, year-end closing).
• Proven ability to manage conflicting priorities, set clear expectations with customers and internal stakeholders, and maintain 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 a related discipline preferred.
• This role may require access to customer information, systems, or premises, and customer approval may be an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations by anticipating needs and delivering valuable solutions.
• Problem Solver – Analytical, inquisitive, and thrives on challenges.
• Promise Keeper – Values honesty, integrity, and commitment to doing the right thing.
• Collaborative Integrator – Team player who builds trust and seeks win-win outcomes.
• Driven Intrapreneur – Exceeds goals through creative thinking, optimism, and a can-do attitude.
• Inspiring Coach – Helps employees, clients, and partners using expertise and situational fluency.

Pay

Base salary range: $83,000 to $96,000. This position is also eligible for a bonus in accordance with the Company's plan. The quoted pay range is a general guideline and not a guarantee of compensation. Additional factors such as experience, education, skills, and internal equity may be considered.

Benefits

• Health and Welfare: Medical, Dental, Vision
• 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 (FSA)
• Transportation and Parking Accounts
• Health Savings Accounts (HSA) with company contribution
• Retirement Planning: 401k with matching contribution
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness: Wellness Program Offerings
• Paid Time Off: 15 days annually (accrued per pay period, increasing with tenure), 8 paid holidays, and 1 floating holiday.