Senior Technical Support Agent - Sage Evolution

Sage; Johannesburg; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Work away scheme

Life Insurance

Income Protection

Critical Illness cover

Funeral Assistance

Provident fund

Medical aid subsidy

Sage Academy leave

Annual leave

Sick leave

Volunteer days

Employee Assistance Program

Flexible work patterns

Job summary

Sage is seeking a Senior Technical Support Agent to support Sage Evolution Business Partners and customers, combining strong troubleshooting with a customer-first mindset. You will investigate root causes of software and system issues and help customers get the best possible experience from our solutions.

This hybrid role requires three days on-site at our Johannesburg office, with comprehensive training during the first 90 days and collaboration with Senior Technical Support Analysts, Product

Qualifications

• Bachelor’s degree or National Diploma preferred.
• 2–3 years’ technical customer support experience for Sage products.
• Sage Evolution certification.
• 1–2 years’ hands-on experience supporting Sage Evolution.

Responsibilities

• Deliver exceptional customer experience to Sage Evolution Business Partners and customers.
• Respond to queries via telephone, email, Salesforce Community and other channels.
• Investigate root causes of software and system issues and resolve complex problems.
• Create and maintain knowledge base articles for reuse across the team.
• Balance workload to meet customer and business needs and maintain updated product knowledge.

Skills

Technical troubleshooting

Customer service

Communication

Problem solving

Attention to detail

Education

Bachelor’s degree / National Diploma

Tools

Sage Evolution

Job description

Job Description Are you passionate about solving problems and delivering a great customer experience? We’re looking for a Senior Technical Support Agent to support Sage Evolution Business Partners and customers, combining strong technical troubleshooting skills with a customer-first approach.In this role, you’ll investigate and resolve Sage Evolution queries, identify the root cause of application and system issues, and help customers get the best possible experience from our solutions.We’re looking for someone with strong communication skills who is action-oriented, resourceful and brings a growth mindset. Join us and be part of a collaborative environment where your contributions drive success and innovation.This is a hybrid role that requires a minimum of three days per week on-site at our Johannesburg office.Key Responsibilities ’ :• Deliver an exceptional customer experience to Sage Evolution Business Partners and customers across a range of industries.• Respond to customer queries through telephone, email, Salesforce Community and other support channels.• Investigate and identify the root cause of software and system issues, using analysis and testing techniques to resolve simple to complex technical problems.• Create and maintain reusable solutions within the knowledge base, helping to strengthen knowledge sharing across the wider team.• Prioritise your workload effectively as customer and business needs change, ensuring the best possible outcomes.• Keep your technical and product knowledge up to date across Sage Evolution, support processes and procedures.• Contribute to internal initiatives, including product enhancement processes, training development, knowledge management and improvements to customer service.– :During your first 90 days, you’ll receive comprehensive training and upskilling on Sage Evolution, including its key features, benefits and applications.You’ll also be introduced to the relevant Standard Operating Procedures and support processes, giving you the knowledge and confidence you need to succeed in the role.’ :You’ll work under the guidance of a Services Team Leader and collaborate closely with Senior Technical Support Analysts, Product Support Analysts and Quality Assurance Analysts.You’ll be part of a supportive, collaborative environment where you can continue building your technical knowledge while making a meaningful impact for our customers.’ :• A Bachelor’s degree or National Diploma is preferred.• 2–3 years’ experience providing technical customer support for Sage products.• Sage Evolution certification.• 1–2 years’ hands-on experience supporting Sage Evolution.If you enjoy solving technical problems, supporting customers and continuously developing your knowledge, this is a great opportunity to build your career while making a real difference to Sage Evolution customers and Business Partners.' :• Work away scheme for up to 10 weeks a year.• Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.• Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.• Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.• Funeral Assistance: A benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death.• Provident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.• Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,760 pm.• Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.• 15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues increases with seniority. 30 days sick leave in a 3-year cycle, 6 days of Family Responsibility and Religious Leave combined, and 5 or 10 days of sports leave based on representation.• Paid 5 days yearly to volunteer through our Sage Foundation.• Employee Assistance Program: free, 24/7 short-term counselling, practical support and coaching for you and your family.• Flexible work patterns and hybrid working.#LI-VS1