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) 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. #LI-RT Key Responsibilities: 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. #LI-RT Function: Customer Operations Country: India Office Location: Bangalore Work Place type: Hybrid Advert Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.