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.

Key Responsibilities:

• 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.

• 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.

• Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.

• Actively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand.

• Demonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.

• Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.

• Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.

• Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services.

• Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions

Qualifications

• Booking Keeping or Accountant Certifications (an asset but not required)

• 2+ years of experience in a Customer facing role (either by phone, voice, or chat)

• Experience of working with and using IT systems

• Experience with supply chain and logistics

• Experience with distribution and/or manufacturing

• Fixed Asset accounting experience (an asset but not required)

• Technical Support Representative (Nice to have)

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

#Li-SH1

Function:

Customer Operations

Country:

United States

Office Location:

Lawrenceville;Beaverton;San Jose

Work Place type:

Hybrid

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Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/

Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com.

Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/