Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Customer Care Specialist providing support for Sage Intacct customers. Ensuring seamless experience and timely resolution of inquiries while collaborating with internal teams.
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
Requirements
- 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
Job title
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Degree requirement
No Education Requirement
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