Level 2 Sage 200 Support Technician

Surgo PTY Ltd; Remote; ZAR 300 000 - 450 000; Full time

Job summary

A tech services company is seeking a Level 2 Sage 200 Support Technician to provide technical support and manage client queries. The ideal candidate will have over 3 years of experience in customer support with Sage 200, ensuring client satisfaction through courteous and effective service. Opportunities for professional development are available. Candidates with disabilities and from diverse backgrounds are encouraged to apply. The role is work from home, providing flexibility and the chance to work in a dynamic team environment.

Qualifications

• 3+ years of experience in support roles, specifically with Sage 200 and Sicon modules.
• Demonstrated ability to provide technical support and troubleshoot issues.
• Capable of handling customer queries and managing incidents efficiently.

Responsibilities

• Provide application/technical support through helpdesk, email, and phone.
• Ensure high customer satisfaction for all support incidents.
• Collaborate with Business Applications team for successful project onboarding.

Skills

Experience with Sage 200

Customer service skills

Problem-solving skills

Technical knowledge

Education

IT Certifications (ITIL Foundation)

Relevant Accreditations

Tools

Ticket management systems

Job description

Overview

Our client isin search ofa talentedLevel 2 Sage 200 Support Technician - Business Applications (WFH) to join an established client support team. You'll bring previous experience with Sage 200 and associated products (Sicon, Draycir etc) as well as a passion for excellent customer service and support. You'll be responsible for providing application/technical support to our clients through our helpdesk, telephone and email. As the point of contact for all client support and enquiries, you'll be expected to investigate and resolve client issues – or where necessary, escalate support incidents to other members of the team. Along with a clear talent for problem solving, you\'ll be a fast learner who can quickly diagnose and troubleshoot issues in a fast-paced and dynamic environment. This role presents a significant opportunity for an experienced ERP support professional to work in close collaboration with an experienced team supporting a range of clients across the UK. It\'s an exciting time to join our business with ambitious growth plans to strengthen our presence in the industry.

Job Responsibilities

• Deliver a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone.
• Perform investigation and provide application/technical support to both internal and external stakeholders.
• Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
• Use the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
• Act as a point of escalation for Sage 200 and Sicon within the support team.
• Where required, escalate incidents, ensuring high levels of customer care.
• Identify and highlight trends in support incidents reporting these to the Service Delivery Manager to ensure timely and appropriate action is taken to resolve client issues.
• Work with the wider Business Applications team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications.
• Collaborate with the wider Business Applications department to work towards successful project delivery for our clients.
• Refer client requests for advice & consultation to the account management/consultant teams where necessary.
• Take responsibility for one\'s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
• Collaborate with peers and other areas of the business to increase internal product and service knowledge.

Experience Required

Essential:

• 3+ years previous experience in an internal or external facing support team, working with Sage 200 and Sicon with confidence of the core modules (financials and commercials)
• Confident in providing data fixes where needed
• Able to demonstrate a high level of technical knowledge.
• Previous hands-on experience with ticket management systems
• Previous experience of working as part of a team

Desirable:

• Professional IT Certifications, ie ITIL Foundation
• Relevant Accreditations ie Sage 200 Financials and Commercials
• Sage CRM knowledge/experience
• Sage 50 knowledge/experience

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email [e-mail]