Product Support Specialist

Sage City; Lawrenceville (GA); Hybrid; USD 45,000 - 75,000; Full time

Benefits offered by this job

Competitive salaries

Health, dental, and vision coverage

401(k) match

32 days paid time off

Parental leave (18 weeks)

Tuition reimbursement

Wellness rewards program

Career development resources

Job summary

Sage is seeking a hybrid Customer Support Specialist in Lawrenceville to enhance customer relationships and resolve complex Sage product issues across multiple channels. The role emphasizes knowledge sharing, process improvements, and collaboration across teams.

You will mentor peers, identify root causes, and contribute to a strong knowledge base while driving efficiency and customer value through structured problem solving and proactive service delivery.

Qualifications

• Advanced knowledge of Sage applications and industries.
• Ability to adhere to a structured work schedule and self-manage time.
• Strong problem solving and troubleshooting skills with active listening and probing questions.
• Willingness to learn and apply technical knowledge within policy.

Responsibilities

• Provides an Extraordinary Customer Experience across Sage products and industries via phone, email, chat, and social channels in a support-center environment.
• Drive sales lead revenue generation with cross-sell opportunities and mentor the team accordingly.
• Independently identifies root causes of software or system issues and resolves using analysis and testing techniques.
• Identify customer trends and take appropriate actions to resolve.
• Contributes to knowledge base—creating, editing, and publishing reusable solutions.

Skills

Advanced knowledge of Sage apps

Media channels

Industry experience

Written communications

Customer interaction

Subject matter expertise

Education

High School Diploma or GED

Job description

Job Description To enhance each customers relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage’s products or services and their application in the customer’s business operating environment in adherence to the company’s guidelines. Customer relations will also be enhanced by the identification of customer needs that can be addressed by additional Sage products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based project work while mentoring less experienced staff.This position is hybrid, three days per week onsite in the Lawrenceville office.Key Responsibilities • Provides an Extraordinary Customer Experience across one or more Sageproducts or industries by addressing inquiries using a variety of channels(telephone, email, chat, social media, etc.) in a support-center environmentadhering to scheduled shifts, procedures, metrics, and departmental goals.• Drive Sales lead revenue generation and have full understanding of cross-sell opportunities and mentors the team accordingly.• Independently identifies the root cause of the client’s software or system issuesand uses system analysis and testing techniques to solve low to complexapplication or system issues.• Listens for customer trends and takes appropriate action to resolve.• Acts as knowledge resource to others.• Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues.• Contributes to company knowledge capital by creating and modifying reusablesolutions in the knowledge base according to established procedures andpolicies.• Actively promotes the knowledge base to our customers.• Participate in reviewing articles for technical accuracy and publish articles.• Maintains article quality standards.• Recognizes creative opportunities and advises customers in realizing a higherreturn on investment, greater insight into business activities, operating businessmore effectively, and improving business efficiency utilizing Sage products andservices.• Documents each customer contact using our contact tracking systems in a clear,concise, and understandable format.• Escalate unresolved customer issues with all pertinent information included, to appropriate resources.• Works collaboratively and effectively within a team of peers. Promotes a positive,Skills, know-how and experience:• Advanced knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries• Requires the ability to adhere to a structured work schedule and efficiently self-manage work time• Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner.• Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps• Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions• Requires strong verbal, listening, and written communicationSkills Preferred:• High School Diploma or GED• Constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect. Acts as a mentor to others and identifies coaching/training opportunities.• Prioritizes work for self and assists others, balancing the importance from the customer perspective and resources available with minimal impact on operational efficiency.• Follows through on commitments, communicating status of work and removes barriers that may interfere with progress.• Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization• Stays current on technical and business knowledge in all assigned applications. Seeks out opportunities to educate or share knowledge with team members.• Acts as a positive change agent for roll out and alignment of support processes and procedures ·• Lead or actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assignedTechnical Competencies:• Sage applications• Media channels• Industry experience• Written communications/report writing• Customer interaction• Subject matter expertiseBehavioral Competencies: · Action oriented · Being resilientCommunicates effectively · Courage · Customer focus · Demonstrates self-awareness · Ensures accountability · Instils trust · Persuades · Resourcefulness · Situational adaptability · Values differencesPerks? 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 offeringsDig 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/#LI-MT1