The Senior Technical Support Specialist provides support for customers using Sage Intacct, troubleshooting inquiries, managing support tickets, and ensuring resolution of issues. They collaborate with internal teams and educate customers on product features while adhering to SLAs for response and resolution times.
About Versapay 🚀
Versapay turns accounts receivable (AR) into a competitive advantage.
Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.
Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually.
Think you might be the next Veep to join? Read on!!
We’re looking for a Customer Care Specialist to support customers using Sage Intacct, ensuring a seamless experience and timely resolution of inquiries. This role is key in delivering high-quality support, troubleshooting issues, and collaborating with internal teams to drive customer satisfaction.
Key Responsibilities:
- Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email
- Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions
- Review and triage support tickets, ensuring proper prioritization and timely resolution
- Escalate complex issues to L2/technical teams with clear documentation and context
- Assist in queue management, ensuring SLAs and response times are met
- Educate customers on product features, best practices, and workflows
- Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently
- Maintain accurate records of customer interactions and resolutions
Qualifications
- Experience supporting Sage Intacct and/or Vital Edge (AP, AR, cash management, or general ledger modules preferred)
- Background in customer support, customer care, or helpdesk environments
- Strong troubleshooting and problem-solving skills
- Excellent communication skills (written and verbal)
- Ability to manage multiple priorities in a fast-paced environment
- Familiarity with ticketing systems (e.g., Intercom, Zendesk, Salesforce, etc.)
- Basic accounting knowledge is a plus
Preferred Skills
- Experience with ERP systems or financial software (NetSuite, QuickBooks, etc.)
- Understanding of integrations and data flow between systems
- Strong attention to detail and organizational skills
- Customer-first mindset with a proactive approach to issue resolution
Success Metrics
- SLA adherence and response times
- Customer satisfaction (CSAT) scores
- Ticket resolution time and quality
- Effective escalation and case handling
#LI-Remote
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Top Skills
Erp Systems
Intercom
NetSuite
Quickbooks
Sage Intacct
Salesforce
Vital Edge
Zendesk
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