Sage Intacct Support Consultant

As a Sage Intacct Support Consultant, your focus will be helping customers when they encounter problems with their Sage Intacct solution, understanding what's happening, investigating the cause and finding the right resolution.

Customer cases can range from relatively straightforward questions to complex problems requiring deeper investigation, testing and collaboration with others. Structured problem solving is therefore at the heart of the role, combining Sage Intacct knowledge with an understanding of accounting and financial processes to get beneath the symptoms and establish what is really going on.

Managing an active case workload means balancing priorities according to customer impact, urgency and our service commitments. Good support is also about what happens while a problem is being investigated. Customers should understand what is happening, what comes next and when they can expect to hear from us again.

Nobody is expected to know everything. More complex issues often benefit from another perspective, so knowing when to keep investigating, when to draw on the expertise around you and when to escalate is an important part of the role.

Over time, the expectation is that your Sage Intacct and financial systems expertise will deepen, allowing you to resolve increasingly complex problems independently. What you learn shouldn't stop with an individual case either. Sharing knowledge, spotting recurring issues and identifying ways to prevent problems from happening again all contribute to making the wider team stronger.
Success here isn't simply about closing tickets. It's about understanding the problem, resolving it effectively and keeping the customer confident along the way.

Curiosity and analytical thinking are great foundations for this role. We're looking for someone who enjoys getting underneath a problem, understanding why something is happening and working logically through the available information to find an answer.

A strong customer mindset matters too. When something isn't working, customers need someone who listens, communicates clearly and takes ownership of moving their issue forward. Being able to make complicated information understandable and remain calm when the answer isn't immediately obvious will make a real difference.

The role requires good organisation and the ability to balance multiple priorities without losing sight of customer commitments. Equally important is the judgement to recognise when further investigation is worthwhile and when it's time to involve someone else.

Experience in application support, Sage products, ERP or financial software would provide a strong foundation, as would a background in accounting or finance. An understanding of accounting principles and financial processes will be useful, but we're also interested in people who have the aptitude and motivation to develop that knowledge.

Existing Sage Intacct experience, relevant certification or qualifications such as AAT would be an advantage, but you don't need to arrive as a Sage Intacct expert. The ability to learn, solve problems, communicate brilliantly with customers and apply what you've learned next time matters more.

All offers of employment with Datel are subject to a background check, including the Right to Work in the UK.

The role provides an opportunity to build specialist Sage Intacct and financial systems expertise while solving real customer problems and seeing the difference great support can make.

Experienced colleagues across Support, Consultancy and the wider Datel business provide a strong network of expertise to learn from. As knowledge and confidence develop, so will the opportunity to take ownership of increasingly complex customer issues.

We'll support that development through relevant Sage Intacct learning and accreditation, alongside the practical experience that comes from working across different customers, problems and financial processes. The result is a valuable combination of technical, financial, problem-solving and customer skills with plenty of scope for continued development.

There is also an opportunity to make an impact beyond your own customers and cases. The knowledge gained from solving today's problem can become tomorrow's guidance, improved process or preventative solution, helping make Support better for customers and colleagues alike.

We love to get together and have a calendar of social events to build connection and collaboration across the team. We also care about our community and work closely with Sage’s Foundation offering charity and volunteering opportunities throughout the year.