Product Support Expert
About the position
The Product Support Expert is responsible for identifying customer needs and resolving technical issues related to Sage's products and services. This role emphasizes strong problem-solving skills to maximize first-time resolution, enhance customer relationships, and ensure an exceptional experience for Sage customers. The position requires a blend of technical support and customer service, with a focus on effective communication and collaboration within a hybrid work environment.
Responsibilities
β’ Identify the root cause of customer software or system issues through excellent probing and understanding of Sage's products and services.
,
β’ Demonstrate strong problem-solving and troubleshooting skills to resolve low to moderately complex issues.
,
β’ Serve as a frontline technical resource for Sage customers, driving first call resolution and identifying cases for escalation.
,
β’ Stay up to date on applications, systems, processes, and procedures through training and communications.
,
β’ Own the customer support experience by providing exceptional assistance through various channels (telephone, email, chat).
,
β’ Assist customers in gaining value from their products and services by promoting features and identifying additional opportunities.
,
β’ Contribute to company knowledge capital by providing feedback to improve the customer/user experience.
,
β’ Document customer contact clearly and concisely, escalating unresolved issues to appropriate resources.
,
β’ Work collaboratively in a team, maintaining a positive attitude and treating all individuals with respect.
,
β’ Prioritize work to balance customer importance with operational efficiency.
Requirements
β’ Minimum 1 year in a customer-facing role.
,
β’ Accounting background is a huge plus.
,
β’ Ability to communicate clearly and effectively, both verbally and in writing.
,
β’ Technical knowledge and skills related to Sage's products and services.
,
β’ Ability to solve problems through data analysis and critical thinking.
Nice-to-haves
Benefits
β’ Comprehensive health, dental and vision coverage
,
β’ 401(k) retirement match (100% matching up to 4%)
,
β’ 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
,
β’ 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
,
β’ 5 days paid yearly to volunteer (through Sage Foundation)
,
β’ $5,250 tuition reimbursement per calendar year starting 6 months after hire date
,
β’ Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
,
β’ Library of on-demand career development options and ongoing training offerings
Apply Now
The Product Support Expert is responsible for identifying customer needs and resolving technical issues related to Sage's products and services. This role emphasizes strong problem-solving skills to maximize first-time resolution, enhance customer relationships, and ensure an exceptional experience for Sage customers. The position requires a blend of technical support and customer service, with a focus on effective communication and collaboration within a hybrid work environment.
Responsibilities
β’ Identify the root cause of customer software or system issues through excellent probing and understanding of Sage's products and services.
,
β’ Demonstrate strong problem-solving and troubleshooting skills to resolve low to moderately complex issues.
,
β’ Serve as a frontline technical resource for Sage customers, driving first call resolution and identifying cases for escalation.
,
β’ Stay up to date on applications, systems, processes, and procedures through training and communications.
,
β’ Own the customer support experience by providing exceptional assistance through various channels (telephone, email, chat).
,
β’ Assist customers in gaining value from their products and services by promoting features and identifying additional opportunities.
,
β’ Contribute to company knowledge capital by providing feedback to improve the customer/user experience.
,
β’ Document customer contact clearly and concisely, escalating unresolved issues to appropriate resources.
,
β’ Work collaboratively in a team, maintaining a positive attitude and treating all individuals with respect.
,
β’ Prioritize work to balance customer importance with operational efficiency.
Requirements
β’ Minimum 1 year in a customer-facing role.
,
β’ Accounting background is a huge plus.
,
β’ Ability to communicate clearly and effectively, both verbally and in writing.
,
β’ Technical knowledge and skills related to Sage's products and services.
,
β’ Ability to solve problems through data analysis and critical thinking.
Nice-to-haves
Benefits
β’ Comprehensive health, dental and vision coverage
,
β’ 401(k) retirement match (100% matching up to 4%)
,
β’ 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
,
β’ 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
,
β’ 5 days paid yearly to volunteer (through Sage Foundation)
,
β’ $5,250 tuition reimbursement per calendar year starting 6 months after hire date
,
β’ Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
,
β’ Library of on-demand career development options and ongoing training offerings
Apply Now