Job Description

To identify customer needs and resolve technical issues regarding Sage's products and services, demonstrating strong problem-solving capabilities to maximise first-time resolution, enhance customer relationships, and enable an exceptional Sage experience.





Location - 3 days per week out of our Johannesburg office.


Key Responsibilities

Key accountabilities and decision ownership




- Technical support focused:


- Through excellent probing and a comprehensive understanding of Sage's products and services, identifies the root cause of the customer's software or system issues.


- Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues.


- Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically)


- Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.


- Customer service essentials:


- Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals.


- Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage's solutions to address their needs.


- Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes.


- Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.


- Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect.


- Prioritise work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage.




Skills and know-how




- Communication Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.


- Active Listening Actively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand.


- Customer Focus Demonstrates an understanding of customers' needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.


- Accountability Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.


- Adaptability Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.


- Technical Expertise Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage's products and services.


- Analytical Ability Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions




Experience




- Clear Communication: Articulate technical concepts in a way customers understand, both verbally and in writing.


- Focused Listening: Remain fully engaged to capture essential details and respond with tailored, meaningful solutions.


- Customer Obsession: Anticipate needs, exceed expectations, and forge strong relationships based on trust and results.


- Ownership Mentality: Tackle challenges proactively and independently, always aiming for optimal customer outcomes.


- Adaptability: Stay agile in dynamic customer scenarios, embracing change with optimism.


- Technical Proficiency: Confidently navigate and support Sage's product suite using expert-level knowledge.


- Analytical Thinking: Dissect problems, evaluate options, and deliver data-driven, logical solutions.




Sage-Worthy Behaviours


You're: Driven. Likeable. Curious. Bold. Caring. Resilient. You don't just solve problems--you elevate the entire customer journey.


Qualifications & Experience


- Bookkeeping or accounting certifications a plus (but not required)


- Experience supporting customers via phone, chat, or email


- Confident working within IT systems


- Technical support experience preferred




#LI-ML1


Function

Customer Operations


Country

South Africa


Office Location

Johannesburg


Work Place type

Hybrid


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