Technical Application Specialist at Sage

About the job
Job Description

The technical application specialist has responsibilities in the areas of technical application-based troubleshooting and application quality. The role contributes to the company’s strategic objective to provide exceptional quality product and service at all times.
The role focuses on providing error isolation and resolution services remotely through telephone, email and internet as necessary. All issues received from escalations must be resolved timeously and professionally. Application quality ensures that all software fulfils the requirements of the user to ensure high quality product releases.

Key Responsibilities

• Conducts platform testing, includes but is not limited to, ensuring the product installs correctly, interface loads correctly, all modules load and launch correctly, and that help files work correctly.
• Documents and communicates any bugs, errors and suggestions to the Developers in an effective and appropriate manner, with descriptions of the bug and steps for recreating the error.
• Works closely with Product Engineering to ensure knowledge of products and future enhancements are up to date and comprehensive.
• Communicates openly and effectively across and within the Product Engineering teams, in order to resolve issues and contribute towards the quality strategy of the Company.
• Responsible for end to end issue resolution for all assigned cases.
• Provide Sage Intelligence Forum assistance on a daily basis
• Provide Internal Product assistance and knowledge Transfer
• Create and maintain assigned Knowledge base articles and procedural documents
• Provide and encourage knowledge transfer and upskilling to Sage divisions
• Build sustainable working relationships within Sage Intelligence and Sage globally

Must Have

• Skills, know-how and experience:
• 2-5 years in a technical role facilitating communication between Development and Customer support.
• Strong problem solving and interpersonal skills.
• Ability to apply product knowledge to varying scenarios to resolve a problem.
• Demonstrate strong English written and verbal communication skills.
• Ability to effectively use work item management software.
• Ability to resolve complex issues within timeframes.

Preferred

• Basic Accounting skills
• Cloud troubleshooting skills
• Ability to understand C# and SQL (Basic Level)
• Good understanding of customer service principles.
• Technical / Professional Qualifications
• IT technical certification/ qualification
• Additional/ more advanced IT technical certification/ qualification which might include but is not limited to MCSA/MCSE/D
• Customer service training