• Triage support requests in the appropriate Request tracking systems • Provide functional application support for Sage Intacct, and integration and ISV products by working directly with clients to gather replication details • Own Support Requests until closure and ensure that Clients are receiving regular status updates • Deliver exceptional Client service by being responsive and professional in all interactions with clients and coworkers • Perform all steps relevant to validate the client request and correctly identify the severity of the request • Properly document support ticket categorizations, descriptions, steps to reproduce, root cause, and resolution • Review and understand Client contracts as they relate to the signed SLA’s that should be followed to respond to and work support Requests • Ensure that proper processes are being adhered to and be able to report to the team lead and or team manager when improvements need to be made • Evaluate the impact of the request on the Client, then be able to prioritize the importance • Create and maintain good relations with Clients to ensure a high level of Client satisfaction • Analyze and troubleshoot requests before escalating within Support team with the relevant details • Work with management to document and provide content for a knowledgebase for easier reference on future Requests for all team members • Any other responsibilities may be assigned from time to time, and you should have the willingness to accept and excel at new responsibilities • Build relationships with customers and work closely with them to achieve the best solutions to maximize product use, benefits, and functionality.