Online Technical Support - Analyst

Sage; Dehradun; On-site; INR 300,000 - 550,000; Full time

Job summary

Sage in India is seeking a capable support specialist to join its Global Circulation Department. You will provide timely, professional assistance to customers worldwide, troubleshoot online access, and ensure issues are resolved within defined SLAs while delivering excellent service.

You will document cases, follow SOPs, collaborate with cross‑functional teams, and contribute to knowledge base and CX initiatives.

Qualifications

• Graduate or Postgraduate degree in any discipline.
• High level of proficiency in Microsoft Office applications.
• 1–3 years of relevant professional experience in customer support, technical support, operations, or a related field.
• Back-end technical support, customer operations or quality analyst experience is desirable but not essential.
• Experience with ticketing systems, knowledge management tools, or customer service platforms is advantageous.

Responsibilities

• Provide timely and professional support to internal and external customers worldwide through appropriate communication channels, maintaining a calm, courteous, and knowledgeable approach.
• Diagnose and resolve online access and platform-related issues by understanding Sage systems, products, and processes.
• Collaborate within a global team, providing regular updates and escalating issues to senior team members when required.
• Follow SOPs to gather, analyze, and document customer information for effective ticket resolution.
• Adhere to SLAs, ensuring queries are addressed within defined timelines and quality standards.
• Partner with colleagues across Customer Services and Fulfilment teams to resolve customer issues efficiently.
• Contribute to continuous improvement by identifying process enhancements and maintaining process documentation.
• Assist in developing and maintaining knowledge base articles and supporting CX initiatives.

Skills

Analytical skills

Customer service

Communication skills

Multi-tasking

Independent work

Time management

Cross-functional collaboration

Quality focus

Education

Graduate or Postgraduate degree

Tools

Microsoft Office

Ticketing systems

Knowledge management tools

Job description

This role sits within Sage’s Global Circulation Department, which is responsible for managing customer inquiries related to online access, platform functionality, and system-related issues. The team is committed to resolving customer concerns within agreed Service Level Agreements (SLAs) while consistently delivering exceptional customer satisfaction.

The successful candidate will leverage strong communication, analytical, and problem-solving skills to support customers globally, troubleshoot technical access issues, and contribute to the achievement of team and organizational objectives.

Key Responsibilities

• Provide timely and professional support to internal and external customers worldwide through appropriate communication channels, maintaining a calm, courteous, and knowledgeable approach.
• Diagnose and resolve online access and platform-related issues by developing a strong understanding of Sage systems, products, and processes.
• Work collaboratively within a global team environment, providing regular updates and escalating issues appropriately to senior team members when required.
• Follow established standard operating procedures (SOPs) to gather, analyze, and document customer information necessary for effective ticket resolution.
• Adhere to defined Service Level Agreements (SLAs), ensuring all customer queries and support requests are addressed within agreed timelines and quality standards.
• Partner with colleagues across Customer Services and Fulfilment teams to deliver efficient and effective resolutions to customer issues.
• Contribute to continuous improvement initiatives by identifying process enhancements and supporting the creation and maintenance of process documentation.
• Assist in the development and maintenance of knowledge base articles and actively support Customer Experience (CX) initiatives across the organization.

Skills, Knowledge & Competencies

Functional Knowledge & Skills

• Strong analytical, reasoning, and problem-solving abilities with exceptional attention to detail.
• Excellent customer service and administrative skills.
• Effective written and verbal communication skills.
• Ability to manage multiple priorities and work effectively under pressure while meeting deadlines.
• Self-motivated with the ability to work independently and take initiative.
• Strong organizational and time management skills.
• Ability to collaborate effectively within cross-functional and geographically dispersed teams.
• Commitment to delivering a high-quality customer experience.

Qualifications & Experience

• Graduate or Postgraduate degree in any discipline.
• High level of proficiency in Microsoft Office applications.
• 1–3 years of relevant professional experience in customer support, technical support, operations, or a related field.
• Previous experience in a back-end technical support, customer operations, or quality analyst role is desirable but not essential.
• Experience working with ticketing systems, knowledge management tools, or customer service platforms will be an advantage.

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

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Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.