Job Description
About the position
The Product Support Expert is responsible for identifying customer needs and resolving technical issues related to Sage's products and services. This role emphasizes strong problem-solving skills to maximize first-time resolution, enhance customer relationships, and ensure an exceptional experience for Sage customers. The position requires a blend of technical support and customer service, with a focus on effective communication and collaboration within a hybrid work environment.
- Responsibilities
- Identify the root cause of customer software or system issues through excellent probing and understanding of Sage's products and services. ,
- Demonstrate strong problem-solving and troubleshooting skills to resolve low to moderately complex issues. ,
- Serve as a frontline technical resource for Sage customers, driving first call resolution and identifying cases for escalation. ,
- Stay up to date on applications, systems, processes, and procedures through training and communications. ,
- Own the customer support experience by providing exceptional assistance through various channels (telephone, email, chat). ,
- Assist customers in gaining value from their products and services by promoting features and identifying additional opportunities. ,
- Contribute to company knowledge capital by providing feedback to improve the customer/user experience. ,
- Document customer contact clearly and concisely, escalating unresolved issues to appropriate resources. ,
- Work collaboratively in a team, maintaining a positive attitude and treating all individuals with respect. ,
- Prioritize work to balance customer importance with operational efficiency.
- Requirements
- Minimum 1 year in a customer-facing role. ,
- Accounting background is a huge plus. ,
- Ability to communicate clearly and effectively, both verbally and in writing. ,
- Technical knowledge and skills related to Sage's products and services. ,
- Ability to solve problems through data analysis and critical thinking.
Nice-to-haves
- Benefits
- 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 offerings
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