Customer Support Expert - #1413414

Job Description

To 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.

*This is a hybrid role: 3 days per week onsite*

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.
• 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.
• 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.
  
  
  
  
  
  

Key performance indicators:

• First Contact Resolution
• Customer Satisfaction
• Average Handle Time
• Transfers / Escalations
  
  
  
  
  
  

Skills and know-how:

• Communication Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
• Active Listening 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.
• Customer Focus Demonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.
• Accountability Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.
• Adaptability Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.
• Technical Expertise Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services.
• Analytical Ability Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions
  
  
  
  
  
  

Key behaviors:

• Driven, likeable, curious, bold, caring and resilient.
  
  
  
  
  
  

Technical / Professional Qualifications

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

Experience:

• Customer facing role (either by phone, voice, or chat)
• Experience with supply chain and logistics
• Technical Support Representative experience preferred
  
  
  
  
  
  

Perks? We have plenty.

• 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
  
  
  
  
  
  

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/