Customer Support Analyst

Sage; Lawrenceville (GA); Hybrid; USD 50,000 - 70,000; Full time

Job summary

A leading company in software development is seeking a Customer Support Analyst to enhance customer relationships and resolve technical issues. This hybrid role requires strong problem-solving and communication skills to ensure customer satisfaction. Join a dynamic team committed to delivering exceptional service and support.

Benefits

Competitive salaries

Comprehensive health, dental and vision coverage

401(k) retirement match

32 days paid time off

18 weeks paid parental leave

5 days paid yearly to volunteer

$5,250 tuition reimbursement

Sage Wellness Rewards Program

Library of on demand career development options

Qualifications

• Customer facing role experience required.
• Experience with IT systems preferred.
• Technical Support Representative experience is a plus.

Responsibilities

• Identify customer needs and resolve technical issues.
• Provide exceptional assistance through various channels.
• Document customer interactions and escalate unresolved issues.

Skills

Communication

Active Listening

Customer Focus

Accountability

Adaptability

Technical Expertise

Analytical Ability

Education

Booking Keeping or Accountant Certifications

Job description

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Job Description

To identify customer needs and resolve 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.

Job Description

To identify customer needs and resolve 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 is a hybrid role: 3 days per week onsite in Lawrenceville*

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

• Communication Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
• Active Listening 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.
• Customer Focus Demonstrates an understanding of customers’ needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.
• Accountability Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.
• Adaptability Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.
• Technical Expertise Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage’s products and services.
• Analytical Ability Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions
  
  
  
  
  
  

Technical / Professional Qualifications

• Booking Keeping or Accountant Certifications (an asset but not required)
  
  
  
  
  
  

Experience

• Customer facing role (either by phone, voice, or chat)
• Experience of working with and using IT systems
• Technical Support Representative (Nice to have)
  
  
  
  
  
  

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/

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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