Support Agent - Customer Services at Sage

Key Responsibilities  

• 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/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. Skills, know-how and experience:

Essential:

• Product certification on Sage Pastel Payroll.
• Solid understanding of support platforms and customer experience
• Exceptional writing and technical skills
• Ability to adhere to a structured work schedule and efficiently self-manage work time
• Ability to identify, investigate and resolve 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.

Technical Competencies:

• Industry experience would be an advantage
• Written and verbal communication skills
• Customer interaction Technical / professional

Qualifications and Experience:

• BCom Degree or equivalent NQF6 qualification preferred
• Matric is mandatory
• Certification in the relevant (Payroll Certificate)
• Ability to identify and adapt to the customers style of communication
• 1-2 years Call Centre Experience