Job Description

Technical Support Agents at Sage are the heartbeat of our business, enhancing the customer experience, ensuring satisfaction and retention, building brand loyalty, and contributing to the company's success.




In this hybrid-office based role, which requires a minimum of three days per week on-site at our Johannesburg office, you will provide support to our SBCPP, VIP, Classic, Premier, and Essentials Payroll customers.




Your responsibilities will include assisting customers in defining the context of their issues, identifying root causes through continuous analysis, and evaluating potential solutions. Additionally, you will provide technical guidance to advisors, partners, and alliances on various product-related challenges.




You will have the autonomy to determine the best course of action for resolving queries, ensuring minimal constraints and minimal impact on the live customer processing environment.


Key Responsibilities

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- Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders


- 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


- 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


- Continuously finding ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries


- 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.




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Your first 90 days at Sage will allow you to learn the business while also getting up to speed with your roles and responsibilities. You will collaborate with your Team Leader and team to complete the Sage onboarding program. You need to be focused and be able to motivate yourself. Taking positive actions, being open to giving and receiving feedback and guidance is also very important.




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Reporting to the Services Team Leader, you will collaborate with a team of technical and customer service agents at various levels of seniority, along with Product Support Analysts, under the overall guidance and leadership of an Operations Manager.




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- Product certification in the relevant product (SBCPP, VIP, Classic, Premier, Essentials)


- BCom Degree or an equivalent NQF6 qualification (preferred)


- At least 2 years of payroll technical support experience


- Strong understanding of support platforms and customer experience


- Ability to identify, investigate, and resolve technical queries


- Excellent problem-solving and troubleshooting skills, including active listening, meaningful probing questions, and the ability to break down business processes into simplified steps




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- Action-oriented and resilient


- Effective communicator and customer-centric


- Self-aware, accountable, and trustworthy


- Resourceful, with a growth mindset and innovative approach




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- Competitive base salary and performance bonus structure


- On-going training and professional development


- Paid 5 days yearly to volunteer through our Sage Foundation


- Flexible work patterns and hybrid working




#LI-VS1


Function

Customer Operations


Country

South Africa


Office Location

Johannesburg


Work Place type

Hybrid


Advert

Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.



Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.


Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/

Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE



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, reach out at careers@sage.com.


Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/