Customer Support Agent (Night Shift)

Sage; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading software company seeks a Customer Support Representative to provide technical support and enhance customer experiences. You will identify customer needs, troubleshoot issues, and contribute to improving company knowledge capital. Ideal candidates have a strong focus on customer satisfaction and technical proficiency, contributing meaningfully in a team environment.

Qualifications

• Experience supporting customers via phone, chat, or email.
• Technical support experience preferred.

Responsibilities

• Identify customer needs and resolve technical issues related to Sage's products.
• Provide exceptional assistance and document customer contact.

Skills

Communication

Customer Focus

Technical Expertise

Analytical Ability

Education

Bookkeeping or accounting certifications

Job description

Job Description

To identify customer needs and resolve technical issues regarding Sage’s products and services, demonstrating strong problem-solving capabilities to maximise 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 maximise first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.

Location - 3 days per week out of our Johannesburg office.

Responsibilities

Key accountabilities and decision ownership

• 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.
• Prioritise 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
  
  
  
  
  
  

Experience

• Clear Communication: Articulate technical concepts in a way customers understand, both verbally and in writing.
• Focused Listening: Remain fully engaged to capture essential details and respond with tailored, meaningful solutions.
• Customer Obsession: Anticipate needs, exceed expectations, and forge strong relationships based on trust and results.
• Ownership Mentality: Tackle challenges proactively and independently, always aiming for optimal customer outcomes.
• Adaptability: Stay agile in dynamic customer scenarios, embracing change with optimism.
• Technical Proficiency: Confidently navigate and support Sage’s product suite using expert-level knowledge.
• Analytical Thinking: Dissect problems, evaluate options, and deliver data-driven, logical solutions.
  
  
  
  
  
  

Sage-Worthy Behaviours

You’re: Driven. Likeable. Curious. Bold. Caring. Resilient. You don’t just solve problems—you elevate the entire customer journey.

Qualifications & Experience

• Bookkeeping or accounting certifications a plus (but not required)
• Experience supporting customers via phone, chat, or email
• Confident working within IT systems
• Technical support experience preferred
  
  
  
  
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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