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:

• Assist customers and/or partners in responding to questions and issues with the Sage Intacct application via live help, online customer portal, and phone.

• Case Management, which includes:

• Maintaining, updating, and prioritizing cases daily to meet published customer Service Level Objectives

• Logging cases with accurate information to provide a full record of each issue and resolution

• Performing research and troubleshooting to resolve cases

• Providing timely communications with clients and Technical Support Experts

• Contribute to the development of internal knowledge base and customer solution portal.

• Understand customer needs and provide proactive suggestions to improve customer use and satisfaction.

• May be required to work weekends and holidays on a rotating basis to provide support coverage.

• May be required to work outside of standard work hours in response to critical customer situations.

Qualifications

• Bachelor's degree in Accounting, Business Administration, Management Information Systems, Computer Science, or equivalent experience.

• 2+ years of experience in Troubleshooting

• Ability to understand and troubleshoot SQL, Functions and Calculations in reports

• Understanding of how to add/remove columns, sort, group, apply filter in reports & troubleshoot issues

• Strong analytical and problem-solving skills

• Strong organizational skills with the ability to multi-task in a fast-paced environment.

• Ability to learn quickly and research complex issues.

• Excellent written and verbal communication skills, including clear speaking voice and good use of English language grammar.

• Proven success in a team environment.

Desired Skills:

• Understanding of accounting and financial business operations

• Understanding of Internet and Cloud technologies.

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

Work Place type:

Hybrid

Advert

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/