Senior Technical Support Specialist

About Versapay Versapay turns accounts receivable (AR) into a competitive advantage. Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward. Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually. Think you might be the next Veep to join? Read on!! We’re looking for a Customer Care Specialist to support customers using Sage Intacct, ensuring a seamless experience and timely resolution of inquiries. This role is key in delivering high-quality support, troubleshooting issues, and collaborating with internal teams to drive customer satisfaction. We’re looking for a Customer Care Specialist to support customers using Sage Intacct, ensuring a seamless experience and timely resolution of inquiries. This role is key in delivering high-quality support, troubleshooting issues, and collaborating with internal teams to drive customer satisfaction. We’re looking for a Customer Care Specialist to support customers using Sage Intacct, ensuring a seamless experience and timely resolution of inquiries. This role is key in delivering high-quality support, troubleshooting issues, and collaborating with internal teams to drive customer satisfaction. Key Responsibilities:

Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email

Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions

Review and triage support tickets, ensuring proper prioritization and timely resolution

Escalate complex issues to L2/technical teams with clear documentation and context

Assist in queue management, ensuring SLAs and response times are met

Educate customers on product features, best practices, and workflows

Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently

Maintain accurate records of customer interactions and resolutions

Qualifications

Experience supporting Sage Intacct and/or Vital Edge (AP, AR, cash management, or general ledger modules preferred)

Background in customer support, customer care, or helpdesk environments

Strong troubleshooting and problem-solving skills

Excellent communication skills (written and verbal)

Ability to manage multiple priorities in a fast-paced environment

Familiarity with ticketing systems (e.g., Intercom, Zendesk, Salesforce, etc.)

Basic accounting knowledge is a plus

Preferred Skills

Experience with ERP systems or financial software (NetSuite, QuickBooks, etc.)

Understanding of integrations and data flow between systems

Strong attention to detail and organizational skills

Customer-first mindset with a proactive approach to issue resolution

Success Metrics

SLA adherence and response times

Customer satisfaction (CSAT) scores

Ticket resolution time and quality

Effective escalation and case handling

#LI-Remote We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply To This Job