Customer Support Analyst

Sage; Lawrenceville (GA); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision coverage

401(k) retirement match

32 days paid time off

18 weeks paid parental leave

Volunteer days

Tuition reimbursement

Wellness rewards program

Job summary

Sage in Lawrenceville, GA is seeking a Customer Support Analyst to diagnose and resolve technical issues for Sage products. You will engage across channels to maximize first‑time resolution and strengthen customer relationships, delivering an exceptional Sage experience.

This hybrid role requires strong problem solving, analytical thinking, and collaboration with teammates, with three onsite days per week in the Lawrenceville office and ongoing training to stay current with Sage applications.

Qualifications

• Exhibits clear communication and listening to identify customer needs.
• Demonstrates problem solving and analytical thinking for issue resolution.
• Delivers proactive support and builds trusted customer relationships.
• Keeps up to date with Sage products and processes.

Responsibilities

• Identify root causes of customer software or system issues and resolve them.
• Provide frontline technical support to drive first-call resolution.
• Escalate unresolved issues with relevant details to the proper resources.
• Document customer interactions clearly and maintain knowledge base inputs.
• Collaborate with team to balance customer needs with operational efficiency.

Skills

Clear communication

Active listening

Customer focus

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

• 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/