Intacct Escalation Specialist

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.

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.