Senior Technical Support Analyst at Sage

Job Description    

The purpose of the role is to provide telephone, email & chat support to our Sage Premier (Cobol), Sage Business Cloud Payroll Professional (SBCPP) and Sage 300 People customers and business partners alike. Help our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with minimal constraints and minimal impact to the live customer processing environment.
Key Responsibilities  

• Ensuring that you have a good understanding of clients’ requirements
• Apply yourself to Investigate queries by narrowing down the cause of the issue.
• Apply yourself to understand relational databases and data structures, extract data using Cobol logic and
• syntax, and interpreting Cobol information to handle complex queries.
• Apply yourself to learn new technologies quickly and retain information of different client network
• infrastructures, software solutions and constantly evolving product.
• Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
• Prepare response that’s articulate how fixes should be applied sequentially and methodically.
• Accurately log events of each customer query on our internal CRM.
• Obtain confirmation from the client’s on whether their needs or query(s) has been resolved.
• Convert issue and query trends into knowledge articles.
• Available for afterhours support when required.
• Manage your logged in, unavailability and time measurements within specified benchmarks to
• maintain/optimise team capacity.
• Encourage our customers to complete your after-call survey.
• Grow your product knowledge.
• Grow your customer service engagement with our customers.
• Follow internal policies.
• Be the point of contact for our customers.