Customer Support Specialist

Sage; Lawrenceville (GA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, dental, vision premiums paid

RRSP contribution match

35 days paid time off

18 weeks paid parental leave

Volunteer time off

Tuition reimbursement

Wellness rewards program

Career development resources

Job summary

Sage is hiring a Customer Support Specialist to investigate and test issues, educate customers on best practices, and collaborate with peers to validate findings. This hybrid role requires strong communication and troubleshooting skills to resolve customer problems and contribute to product improvements.

In this position, you will handle cases with detailed investigation, reproduce problems in controlled environments, and escalate when needed while supporting customers across channels.

Qualifications

• Must have strong written and verbal communication.
• Ability to analyze and reproduce technical customer issues.
• Demonstrated customer focus with the ability to educate users.
• Solid problem solving with structured troubleshooting approaches.
• Comfort working in a fast-paced environment with evolving priorities.
• Experience in a customer support role (phone, email, or chat).
• Ability to use and navigate multiple IT systems.

Responsibilities

• Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.
• Test, validate, and reproduce customer problems in controlled environments to identify root causes.
• Collaborate with peers, product teams, or engineering to escalate defects and propose fixes.
• Provide clear guidance, corrective steps, and education to help customers resolve issues.
• Maintain detailed, accurate case notes and troubleshooting paths for continuity across teams.
• Recognize recurring issues and share recommendations to improve workflows or product stability.

Skills

Strong communication

Issue analysis

Customer education

Troubleshooting

Fast-paced environment

Customer support experience

Multi-system navigation

Tools

IT systems

Job description

Job Description

As a Customer Support Specialist, you will be responsible for conducting deep investigation and hands on testing, collaborating with peers to validate findings, escalating defects or required fixes to appropriate teams, and working directly with customers to resolve issues while educating them on best practices and product usage.

As a Customer Support Specialist, you will be responsible for conducting deep investigation and hands on testing, collaborating with peers to validate findings, escalating defects or required fixes to appropriate teams, and working directly with customers to resolve issues while educating them on best practices and product usage.

*This is a hybrid role - 3 days/week in office*

Key Responsibilities

• Resolve Customer Issues: Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.
• Perform Hands on Troubleshooting: Test, validate, and reproduce customer reported problems in controlled environments to identify root causes.
• Collaborate and Escalate When Needed: Partner with peers, product teams, or engineering to elevate confirmed defects, propose fixes, and contribute insights that support product improvements.
• Work Directly with Customers: Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage.
• Document Technical Findings: Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams.
• Identify Trends and Recommend Improvements: Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability.

Skills, Know How, And Experience

Must Have:

• Strong written and verbal communication skills.
• Ability to analyze and reproduce technical customer issues.
• Demonstrated customer focus with the ability to educate and guide users.
• Solid problem solving skills with structured troubleshooting approaches.
• Comfort working in a fast paced environment with evolving priorities.
• Experience in a customer support or service role (phone, email, or chat).
• Ability to use and navigate multiple IT systems

Preferred:

• Experience providing Level 2 or advanced technical support.
• Background in software troubleshooting or application support.
• Familiarity with defect escalation or issue tracking systems.

Plenty of perks

• 100% paid premiums for health, dental, and vision coverage.
• RRSP contribution match (100% up to 4%).
• 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
• 5 days paid yearly to volunteer (through Sage Foundation).
• $5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
• Sage Wellness Rewards Program (annual fitness reimbursement).
• Library of on-demand career development options and ongoing training offerings.

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