Intacct Product Specialist

Job Description

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.

Skills & Know How

Must have:

• Proven experience in a senior technical or functional support role, ideally supporting enterprise or strategic customers.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve multifaceted problems.
• Excellent communication and stakeholder management skills—able to handle sensitive customer interactions with professionalism and empathy.
• Ability to manage multiple high-priority cases simultaneously while maintaining attention to detail.
• Proven ability to remain calm and professional under pressure while maintaining ownership and accountability.

Preferred:

• Experience using CRM and case management systems (e.g., Salesforce, ServiceNow, JIRA).
• Technical knowledge of Intacct / ERP systems and customer environments.

Key behaviours

• Empathetic, proactive, and customer obsessed.
• Demonstrates curiosity, ownership, and composure under pressure.
• Balances quality and efficiency to deliver excellent customer outcomes.
• Collaborative and solution-focused, contributing to team and organisational goals.

Technical / Professional Qualifications

• Bookkeeping or Accountant Certifications (an asset but not required)

Key accountabilities and decision ownership:

• 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.
• Advanced Problem Solving: Independently diagnose and resolve multifaceted product and system issues using deep product knowledge and understanding of regional accounting and legislative differences.
• Continuous Improvement: Identify recurring themes and insights from Partner & Customer interactions, sharing feedback to improve product performance, service quality, and knowledge assets.
• Customer experience: Create exceptional customer experiences through clear communication, proactive support, and a genuine commitment to building lasting trust and confidence.
• Retention and growth support: Contribute directly to customer and partner retention by resolving issues quickly, identifying risk or opportunity signals.
• Collaboration: Partner closely with Escalation Specialists, Product, and Operations teams to share insights that improve support processes and customer outcomes.

This will be a Hybrid opportunity – 3 days in our Bangalore office. Since we have customers based out of US & Australia, an ideal candidate must be open to working in different shifts.