Product Support Specialist

To enhance each customers relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage’s products or services and their application in the customer’s business operating environment in adherence to the company’s guidelines. Customer relations will also be enhanced by the identification of customer needs that can be addressed by additional Sage products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based project work while mentoring less experienced staff.

This position is hybrid, three days per week onsite in the Lawrenceville office.

• Provides an Extraordinary Customer Experience across one or more Sage

products or industries by addressing inquiries using a variety of channels

(telephone, email, chat, social media, etc.) in a support-center environment

adhering to scheduled shifts, procedures, metrics, and departmental goals.

• Drive Sales lead revenue generation and have full understanding of cross-

sell opportunities and mentors the team accordingly.

• Independently identifies the root cause of the client’s software or system issues

and uses system analysis and testing techniques to solve low to complex

application or system issues.

• Listens for customer trends and takes appropriate action to resolve.

• Acts as knowledge resource to others.

• Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues.

• Contributes to company knowledge capital by creating and modifying reusable

solutions in the knowledge base according to established procedures and

policies.

• Actively promotes the knowledge base to our customers.

• Participate in reviewing articles for technical accuracy and publish articles.

• Maintains article quality standards.

• Recognizes creative opportunities and advises customers in realizing a higher

return on investment, greater insight into business activities, operating business

more effectively, and improving business efficiency utilizing Sage products and

services.

• Documents each customer contact using our contact tracking systems in a clear,

concise, and understandable format.

• Escalate unresolved customer issues with all pertinent information included, to appropriate resources.

• Works collaboratively and effectively within a team of peers. Promotes a positive,

Skills, know-how and experience:

• Advanced knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries

• Requires the ability to adhere to a structured work schedule and efficiently self-manage work time

• Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner.

• 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

• Requires strong verbal, listening, and written communication

Skills Preferred:

• High School Diploma or GED

• Constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect. Acts as a mentor to others and identifies coaching/training opportunities.

• Prioritizes work for self and assists others, balancing the importance from the customer perspective and resources available with minimal impact on operational efficiency.

• Follows through on commitments, communicating status of work and removes barriers that may interfere with progress.

• Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization

• Stays current on technical and business knowledge in all assigned applications. Seeks out opportunities to educate or share knowledge with team members.

• Acts as a positive change agent for roll out and alignment of support processes and procedures ·

• Lead or actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned

Technical Competencies:

• Sage applications

• Media channels

• Industry experience

• Written communications/report writing

• Customer interaction

• Subject matter expertise

Behavioral Competencies: · Action oriented · Being resilient

Communicates effectively · Courage · Customer focus · Demonstrates self-awareness · Ensures accountability · Instils trust · Persuades · Resourcefulness · Situational adaptability · Values differences

Perks? We have plenty.

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

• Comprehensive health, dental and vision coverage

• 401(k) retirement match (100% matching up to 4%)

• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

• 5 days paid yearly to volunteer (through Sage Foundation)

• $5,250 tuition reimbursement per calendar year starting 6 months after hire date

• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

• Library of on demand career development options and ongoing training offerings

Dig deeper about who we are:

• Who is Sage: https://www.sage.com/en-us/company/about-sage/

• Life at Sage: https://www.sage.com/en-us/company/careers/

• Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be

• How we make a difference: https://www.sage.com/en-us/company/sage-foundation/

• Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/

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Customer Operations

United States

Lawrenceville

Hybrid

Working at Sage means you’re supporting millions of small and mid-sized businesses globally with technology to work smarter and move faster. We build software that reduces busywork so customers can spend less time on admin and more time building their business.

Our colleagues are high-performers who prioritize growth, make bold choices, and focus and galvanize to get things done. They work on meaningful, market-shaping initiatives that stretch their skills, sharpen their craft, and create real customer impact.

Explore our culture and benefits: sage.com/careers/working-at-sage

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, contact [email protected] .

Product Support Specialist

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Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.