Role overview

This role is for an Intacct Product Specialist who will provide senior-level technical or functional support to enterprise and strategic customers. The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities, and the capacity to manage multiple high-priority cases simultaneously. This is a hybrid opportunity based in our Bangalore office, requiring flexibility for different work shifts due to our US and Australia-based customer base.

Responsibilities

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.

Requirements

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.
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.

Qualifications

Bookkeeping or Accountant Certifications (an asset but not required).

Logistics

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.

Intacct Product Specialist

Get Started

Job Description