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  • Posted: May 6, 2021
    Deadline: Not specified
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    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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    Technical Application Specialist

    Advert    

    People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We’re writing our next chapter. Be part of it!

    Experience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need. Through the good… and more challenging times. Innovating at pace so customers can manage their finances, operations and people. Every one of us shapes our culture at Sage - doing what’s right and succeeding together, united by our commitment to each other. We encourage each other to grow in our roles, in our careers and as individuals.

    Follow us on our social media sites below to join in conversations about career tips, open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at [email protected] for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.
    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

    Skills, know-how and experience:
    Must have:

    •  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

    Method of Application

    Interested and qualified? Go to Sage on sagehr.secure.force.com to apply

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