Technical Support Expert

Job Description

As a Technical Support Expert you will identify customer needs and resolve technical issues regarding Sage’s products and services, demonstrating strong problem-solving capabilities to maximize first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.

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.

• 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., blueprints), as well as identifying cases that require escalation (either strategically or technically)
• Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.
• 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.
  
  
  
  
  
  

Qualifications:

• 2 years of experience in a Customer facing role//Technical Support (either by phone, voice, or chat)
• Experience of working with and using IT systems
• Booking Keeping or Accountant Certifications
• Bachelor’s degree in accounting / Computer Science is a Plus.
• Detail oriented.
• Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
• Experience with Jira/ Salesforce, or other CRMs is a plus.
  
  
  
  
  
  

Plenty of perks:

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on-demand career development options and ongoing training offerings
  
  
  
  
  
  

What it’s like to work at Sage:

Careers homepage - https://www.sage.com/en-us/company/careers/

Glassdoor reviews - https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm

LinkedIn page - https://www.linkedin.com/company/sage-software