Product Support Analyst at Sage

Job Description    

This role forms an integral part of contributing towards the overall Sage strategy of cloud first, and delivering expert knowledge towards effortless Omni channel experience across multiple products and platforms.
Key Responsibilities    

• Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders
• Create knowledge sharing initiatives for Customer Support and online platforms. I.e. Knowledgebase articles, Sage City posts, email communications, webinars etc
• Deliver timeous communication to the Customer Support teams relating to product updates, software releases, bug fixes
• Identifies the root cause of the customers software or system issues and uses system analysis and testing techniques to solve highly complex application or system issues
• Monitors trending customer issues to develop proactive communication and customer education
• Contributes to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms
• Manages the logging process of software bugs or product enhancements and ensures timoues resolution
• Works collaboratively with internal and external stakeholders
• Continously finding ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries
• Prioritises workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee and organization
• Remains relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures.
• Actively participate in internal projects such as product enhancements processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.
• Identify knowledge gaps related to product support and collaborate with line managers and training facilitators to close the gap
• Multiskilled in different products is mandatory
• Flexiblity in supporting/moving to other products within CS(demand driven)

Skills, know-how and experience:
Essential:

• Productct certification on the relevant product
• Solid understanding of Digital Platforms and customer experience
• Exceptional writing and technical skills
• Ability to create content across all online platforms to protect and grow the Sage brand
• Ability to adhere to a structured work schedule and efficiently self-manage work time
• Ability to identify, investigate and resolve complex technical queries
• 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
• Able to handle difficult conversations without negatively impacting the customer
• Adhere to escalation protocols within Customer Support.Manage uncertainty effectively and work without supervision.
• Service Industry experience

Technical / professional qualifications:

• Matric is mandatory
• B. Com degree would be an advantage
• Both university graduates and school leavers can enter the support helpdesk
• Certified in the relevant Sage application
• Advanced Computer Knowledge (MS Office: Excel, Word)
• Have excellent communication skills – written and verbal.
• Ability to identify and adapt to the customers style of communication.
• Written communications/report writing