At Sage, we energise the success of businesses and communities around the world through the imagination of our people and smart technology. Sage provides small and medium sized organisations with a range of easy-to-use, online and cloud business management software and services - from accounting and payroll, to enterprise resource planning, customer relation...
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Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders
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 timeous resolution
Works collaboratively with internal and external stakeholders
Continuously 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
Flexibility in supporting/moving to other products within CS(demand driven)
Ensuring that you have a good understanding of clients’ requirements
Apply yourself to Investigate queries by narrowing down the cause of the issue.
Prepare response that’s articulate how fixes should be applied sequentially and methodically.
Accurately log events of each customer query on our internal CRM.
Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimize 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. Skills, know-how and experience
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