Online Technical Support - Senior Analyst

Sage; Dehradun; On-site; INR 450,000 - 650,000; Full time

Job summary

Sage in India (Dehradun region) is seeking a customer service professional to resolve online access and platform-related issues. You will troubleshoot, communicate clearly, and collaborate with a global team to meet SLAs and drive satisfaction.

The role emphasizes analytical thinking, attention to detail, and a technical mindset, with 2–4 years of relevant experience and a graduate-to-postgraduate educational background.

Qualifications

• 2–4 years of relevant experience.
• Graduate to postgraduate degree.
• Experience in back-end technical support or quality analyst roles is desirable.

Responsibilities

• Assist internal and external customers worldwide with technical issues via appropriate communication channels.
• Troubleshoot access problems by understanding Sage systems and processes and how they interact with customers' systems.
• Collaborate effectively in a global team, providing regular updates to senior team members.
• Follow standard operating procedures to gather information from customers to resolve tickets.
• Adhere to set SLAs and ensure work is completed within defined timelines.
• Collaborate with other teams to resolve customer tickets efficiently.
• Engage in continuous improvement, contributing to process documentation for CX optimization.
• Support knowledge base articles development and CX initiatives.
• Identify and recommend process improvements for operations across local and global contexts.
• Support teammates to develop specialized skills and build stakeholder relationships.

Skills

Analytical thinking

Communication skills

Customer service

Time management

Problem solving

Technical mindset

MS Office

Team collaboration

Education

Graduate to Postgraduate

Tools

Back-end tools

Job description

Team is responsible for resolving customer queries related to online access and and platform related issues within agreed team SLAs while maintaining superlative customer satisfaction level. This role requires the candidate to utilize good communication skills and analytical skills to achieve the group objectives.

Key Accountabilities

• Assist internal and external customers around the world with technical issues by appropriate communication channels in a calm, courteous and knowledgeable manner
• Troubleshoot access problems by developing an understanding of Sage systems and processes, and understanding how they interact with systems used by our customers
• Collaborate effectively in a global team, providing regular updates to senior team members
• Follow standard operating procedures to gather information from customers that can be used to resolve tickets
• Under the guidance of the manager, adhere to set Service Level Agreements (SLA's), ensuring work is completed within the defined timelines
• Collaborate with other teams within the Customer Services and Fulfilment division to efficiently resolve customer tickets
• Engage in continuous improvement exercises, contributing to process documentation for ongoing optimisation of customer service practices.
• Support knowledge base articles development and the CX initiatives of the company
• Actively identify and recommend process improvements to operations processes for potential local and global implementation and representation in CII group.
• Supporting other team members to develop specialized skills set on various aspects of the processes.
• Self-driven upskilling in relevant process and business areas. Relationship development with key process stakeholders within the organisation.

Skills, Qualifications & Experience

Functional Knowledge & skills

Excellent analytical & reasoning skills and keen attention to detail

Reasoning/problem solving ability

Excellent customer service and administration skills

Effective written and verbal communication skills

Ability to work under pressure and within deadlines and using own initiative

Demonstrable experience of a technical mindset, showing the capability and willingness to learn and support platforms, understanding how websites interoperate with Backoffice systems.

Excellent organisation and time management

Qualifications & Experience

High level of computer proficiency on MS Office package

Graduate to Postgraduate

2 - 4 years of relevant experience

Previous experience in back-end technical support/ quality analyst role is desirable but not essential

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.

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge - supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.

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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.