Intacct Product Specialist

Location: Bengaluru

We are looking for a Product Specialist to deliver exceptional customer and technical support for Sage products.

Experience & Work Model:

- 2–5 years of experience in Product Support / Technical Support / Application Support
- Hybrid work model – 3 days working from the office
- Night shift role: 11:00 PM – 8:00 AM

Key Responsibilities:

- Identify root causes of software or system issues through strong probing, analysis, and troubleshooting.
- Act as a frontline technical resource, driving first‑call resolution and escalating issues when required.
- Stay current on applications, systems, processes, and procedures through ongoing training.
- Own the end‑to‑end customer support experience across phone, email, and chat, meeting defined SLAs and metrics.
- Help customers maximise product value by promoting features and available resources.
- Accurately document customer interactions and contribute to improving knowledge bases and processes.
- Collaborate effectively within the team while prioritising work to balance customer impact and operational efficiency.
- Communicate clearly and effectively, demonstrating active listening, accountability, adaptability, and a strong customer focus.
- Troubleshoot API integration issues by analysing logs, response codes, and validating requests/responses to ensure seamless data synchronisation between Sage Intacct and other systems.
- Apply analytical and critical‑thinking skills to deliver optimal solutions.