Advisor-Customer Success

Sage Publications India Pvt Ltd; Dehradun; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Sage Publications India Pvt Ltd seeks a capable Backend Technical Support/Quality Analyst to assist global customers with technical issues, resolve access and platform problems, and maintain SLAs. You will analyze problems, document steps, and contribute to knowledge bases while delivering high-quality service.

Candidates should have 1–3 years of relevant experience, strong MS Office skills, and a graduate or post-graduate degree.

Qualifications

• Excellent analytical and reasoning skills with strong attention to detail.
• Strong problemsolving and troubleshooting ability.
• Highquality customer service and administrative skills.
• Effective written and verbal communication skills.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and use sound judgment.
• Strong organizational and time-management skills.

Responsibilities

• Assist internal and external customers worldwide with technical issues through appropriate communication channels, responding in a calm, courteous, and knowledgeable manner.
• Troubleshoot accessrelated problems by developing an understanding of Sage systems, processes, and platform functionalities.
• Collaborate effectively within a global team and provide regular updates to senior team members.
• Follow standard operating procedures to gather all necessary information from customers to support efficient ticket resolution.
• Under the guidance of the manager, adhere to established Service Level Agreements (SLAs) to ensure timely completion of assigned work.
• Work closely with other teams within the Customer Services and Fulfilment division to expedite and resolve customer tickets efficiently.
• Participate in continuous improvement initiatives, contributing to process documentation and optimization of customer service practices.
• Support the development of knowledgebase articles and contribute to the company’s broader Customer Experience (CX) initiatives.

Skills

Analytical skills

Problem solving

Customer service

Written communication

Verbal communication

Pressure handling

Independence

Time management

Education

Graduate to PostGraduate degree

Tools

MS Office

Job description

This role sits within Sages Global Circulation department, which is responsible for resolving customer queries related to online access and platformrelated issues within defined SLAs, while consistently maintaining high levels of customer satisfaction.

By providing timely, accurate, and empathetic support, this position directly contributes to Sages broader goals of enhancing customer experience, ensuring seamless platform access, and strengthening longterm customer relationships. The role requires strong communication and analytical abilities to support the team in meeting its operational and service objectives.

Key Accountabilities

Describe in detail the responsibilities of the job.

1. Assist internal and external customers worldwide with technical issues through appropriate communication channels, responding in a calm, courteous, and knowledgeable manner.
2. Troubleshoot accessrelated problems by developing an understanding of Sage systems, processes, and platform functionalities.
3. Collaborate effectively within a global team and provide regular updates to senior team members.
4. Follow standard operating procedures to gather all necessary information from customers to support efficient ticket resolution.
5. Under the guidance of the manager, adhere to established Service Level Agreements (SLAs) to ensure timely completion of assigned work.
6. Work closely with other teams within the Customer Services and Fulfilment division to expedite and resolve customer tickets efficiently.
7. Participate in continuous improvement initiatives, contributing to process documentation and optimization of customer service practices.
8. Support the development of knowledgebase articles and contribute to the company’s broader Customer Experience (CX) initiatives.

Skills, Qualifications & Experience

Functional Knowledge & Skills

• Excellent analytical and reasoning skills with strong attention to detail
• Strong problemsolving and troubleshooting ability
• Highquality customer service and administrative skills
• Effective written and verbal communication skills
• Ability to work under pressure and meet deadlines
• Ability to work independently and use sound judgment
• Strong organizational and timemanagement skills

Qualifications & Experience

• Graduate to PostGraduate degree
• High level of computer proficiency, particularly in the MS Office suite
• 1–3 years of relevant experience
• Prior experience in backend technical support or a quality analyst role is desirable but not essential