Sage X3 Development Specialist at Sage

Job Description    

To deliver expert knowledge to colleagues, businesses & business partners alike on Sage X3 and where necessary, Sage X3 HR. Be renowned for providing expert resolutions that continuously shift beyond the traditional ways of supporting businesses and how businesses want to operate. Relentlessly finding ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries. Contributing to a high performing team that is outstanding and exceeds our customer expectations. Be the contact point for all product related discussions and escalations.

Key Responsibilities    

• Maintain and improve expert product (both functional and technical) knowledge of the Sage Enterprise Product.
• Create knowledge sharing initiatives. I.e. technical documents, webinars etc.
• Convert support request trends into knowledge.
• Ensuring that you always have a good understanding of customer’s requirements.
• Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
• Lead with strong customer service ethics.
• Manage the logging process of software bugs or enhancements.
• Participate and manage the Early Adopter program.
• Manage and solve conflicts with Irate & difficult customers.
• Be available after hours when required to assist customers / On standby.
• Initiate and manage support stand-ups meetings, when necessary.
• Lead Site Rescues both on and off site.
• Accurately log events of each customer query on our internal CRM system.
• Follow internal policies.
• Be the last line of defence for the team.

Skills, know-how and experience needed for the role:

• Sage X3 certification.
• Sage X3 Development certification would be an advantage.
• 2yrs+ Consulting experience on Sage X3 would be an advantage.
• 2yrs+ Support experience on Sage X3.
• Extensive Computer Knowledge.
• Have excellent communication skills – written and verbal
• Deadline driven and work without supervision, Self-starter – Take initiative and be willing to Innovate
• Use Critical Thinking to think logically and rationally.
• Use Process (Product) thinking to determine the query and the outcome needed.
• Manage Uncertainty effectively.