Hybrid Customer Support Analyst for Fast First Call

Sage City; Lawrenceville (GA); Hybride; USD 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Health/dental/vision

401(k) match

Paid time off

Parental leave

Volunteer days

Tuition reimbursement

Wellness program

Career development

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Clear communication

Active listening

Customer needs understanding

Problem solving

Adaptability

Technical knowledge

Data analysis

Description du poste

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.