Technical Support Analyst

Job Description

To identify customer needs and resolve technical issues regarding Sage’s products and services, demonstrating strong problem-solving capabilities to maximise first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.

Learner. Listener. Solutions-provider.

If you have those three things, you will feel the satisfaction of “I crushed it” as you shut down your computer at the end of the day. This is that kind of job.

• Some of what you will be doing.
• You will be the voice of Sage when our customers need phone support for Sage ERP software products. Their issues may be functional or technical in nature.
• You will enable our customers to get back to their business by helping them with questions or issues regarding Sage’s products or services.
• You will use your empathetic and human-centered approach to go above and beyond for the customer.
• Using your passion for creating world-class customer experiences, you will build fantastic relationships in a fast-paced environment.
• You will help maintain and develop our self-service platforms (e.g. Sage City, Sage Knowledgebase etc.) in order to assist customers in helping themselves with these world-class tools.
  
  
  
  
  
  

But wait, there’s more!

Benefits and Compensation:

• 21 days paid time off to start
• 5 days paid time off to volunteer and give back to the community we live in through Sage Foundation
• New parental leave – 18 weeks paid
• Bonus potential 10% of salary per year
• Comprehensive medical, dental and vision coverage
• 401K contribution match (100% up to 4% of salary)
• $360 FitBucks per year
• Peer recognition and rewards program
• All supplied equipment to setup your work from home office (laptop, docking station, screens etc.)
• Campus activities and events
  
  
  
  
  
  

Must-have:

• Passion for creating world class customer experiences
• Great listening and troubleshooting skills through active listening, meaningful questions, and an ability to break down processes into simplified steps
• Excellent interpersonal skills, resiliency and of course a great sense of humor - we like to laugh and have fun too!
• First-class team player participating with the team to achieve great things with a positive can-do attitude
• Ability to adhere to a structured work schedule and efficiently self-manage work time
• High School Diploma or GED
• Learn and apply technical knowledge (no worries; we’ll teach you!)
• A reliable high speed internet connection
• Customer Service/Support experience (2 years)
  
  
  
  
  
  

Nice to have:

• Knowledge of basic accounting
• Knowledge of Sage ERP software
• Windows PC admin skills such as:
• Software installation and configuration
• Directory/file structure
• Network communication/connectivity
• Backup/restore
• AV systems
  
  
  
  
  
  

Award winning culture and much more:

According to our employee feedback on Comparably, we scored a 4.8/5 rating on our great company culture and our employees gave our CEO a score of 90/100. We also recently won awards for Best Company when it comes to diversity, compensation, women, work-life balance, leadership, and career growth - to name a few. Doesn’t this sound like the place you’d want to grow your career?

What is it like working with us?

Who is Sage: https://www.sage.com/en-us/company/about-sage/ Life at Sage: https://www.sage.com/en-us/company/careers/ How we make a difference: https://www.sage.com/en-us/company/sage-foundation/ Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/