Customer Support Analyst

Sage City; Lawrenceville (GA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Health/dental/vision

401(k) match

Paid time off

Parental leave

Volunteer days

Tuition reimbursement

Wellness program

Career development

Job summary

Sage City is seeking a Customer Support Analyst to diagnose and resolve technical issues while delivering exceptional customer experiences. The role combines frontline technical support with proactive learning to stay current on Sage products.

You will work in a hybrid model, three days per week onsite in the Lawrenceville office, and collaborate with a team to ensure high first-call resolution and customer satisfaction.

Qualifications

• Ability to identify root causes of software or system issues.
• Strong problem-solving and troubleshooting skills.
• Drive first-call resolution using available resources and escalation when needed.
• Stay up to date on Sage applications, processes and procedures.

Responsibilities

• Provide technical support across channels (phone, email, chat) and promote Sage solutions.
• Diagnose root causes and resolve low to moderately complex issues efficiently.
• Act as frontline technical resource and escalate when necessary.
• Keep knowledge up to date through training and reading communications.
• Collaborate with teammates and maintain a positive, respectful attitude.
• Balance workload to achieve best outcomes for customers and Sage.

Skills

Clear communication

Active listening

Customer needs understanding

Problem solving

Adaptability

Technical knowledge

Data analysis

Job description

Job Description The Customer Support Analyst identifies customer needs and resolves 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 role is hybrid, three days per week onsite in the Lawrenceville office.

Key Responsibilities

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.

Skills and Know-How

• Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
• 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.
• Demonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.
• Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.
• Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.
• Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services.
• 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.
• 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.

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/

Advert Working at Sage means you’re supporting millions of small and mid-sized businesses globally with technology to work smarter and move faster. We build software that reduces busywork so customers can spend less time on admin and more time building their business.

Our colleagues are high-performers who prioritize growth, make bold choices, and focus and galvanize to get things done. They work on meaningful, market-shaping initiatives that stretch their skills, sharpen their craft, and create real customer impact.

Explore our culture and benefits: sage.com/careers/working-at-sage

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, contact [e-mail].