Senior Technical Support Specialist – Versapay | Remote (US)
Versapay, a leading AR automation platform, is hiring a Senior Technical Support Specialist to provide high-quality customer care for clients using Sage Intacct and integrated solutions. This is a remote, full-time role offering competitive pay and benefits.
Position Details
- Job Title: Senior Technical Support Specialist (Customer Care – Sage Intacct)
- Location: Remote (US)
- Contract Type: Full-Time
About Versapay
Versapay transforms accounts receivable into a competitive advantage by automating AR processes and connecting finance teams, customers, and business systems. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes more than 110M transactions and $257B annually.
Role Overview
You will be the first line of support for customers using Sage Intacct, troubleshooting functional and technical issues, managing support tickets, and collaborating with internal teams to ensure customer satisfaction.
Key Responsibilities
- Provide front-line support via ticketing systems, chat, calls, and email
- Troubleshoot Sage Intacct and integrated solution issues
- Review, triage, and prioritize support tickets
- Escalate complex cases to L2/technical teams with clear documentation
- Manage support queues to meet SLAs and response times
- Educate customers on product features and best practices
- Collaborate with Product, Engineering, and Implementation teams
- Maintain accurate records of customer interactions
Candidate Requirements
- Background in customer support/helpdesk environments
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in fast-paced settings
- Familiarity with ticketing systems (Intercom, Zendesk, Salesforce, etc.)
- Basic accounting knowledge
Preferred Qualifications
- Experience with ERP systems (NetSuite, QuickBooks, etc.)
- Understanding of integrations and data flow between systems
- Strong organizational skills and attention to detail
- Customer-first mindset with proactive issue resolution
Success Metrics
- SLA adherence and response times
- Ticket resolution time and quality
- Effective escalation and case handling
- Competitive salary ($75K–$85K/year)
- Health, dental, and vision insurance
- Paid time off
- Inclusive, diverse workplace culture