Technical Support Expert

Job Description

The Technical Support Expert, through excellent probing and a comprehensive understanding of Sage’s products and services, identifies the root cause of the customer’s software or system issues.

*This is a hybrid role: 3 days/week in office*

Technical support focused:

• Through excellent probing and a comprehensive understanding of Sage’s products and services, identifies the root cause of the customer’s software or system issues.
• Strong understanding of API technologies(SOAP/REST) and experience with tools like Postman. Knowledge of Sage Intacct and/or accounting principles
• Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues.
• Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., Knowledge Articles), as well as identifying cases that require escalation (either strategically or technically)
• Provide support for custom solutions involving XML and multiple integrations (e.g.Salesforce, Avalara, Bill.com )
  
  
  
  
  
  

Customer service essentials:

• Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals.
• Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage’s solutions to address their needs.
• Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes.
• Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.
• Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.
• Prioritize work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage.
  
  
  
  
  
  

Requirements:

• 2 years experience in customer facing role (either by phone, voice, or chat)
• Experience working with and using IT systems (Email Domain/SSO configuration)
• Experience with third party MPP connections, API calls, and Sage Intacct Customization/Platform Services
• Fluency in English and French a huge plus
  
  
  
  
  
  

Your benefits at Sage:

• Comprehensive health, dental, and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 21 days paid time off ( 1 floating holiday)
• 5 days paid yearly to volunteer (through Sage Foundation)
• Sage Wellness Rewards Program (flexible ways to use wellness credit and fitness reimbursement)
• A library of on-demand career development options and ongoing training offerings
  
  
  
  
  
  

Dig deeper about who we are:

Who is Sage: https://www.sage.com/en-us/company/about-sage/

Life at Sage: https://www.sage.com/en-us/company/careers/

Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be

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/