Job Description

Here at Mysoft, we're on a mission to enable our customers to unlock their business potential via Sage X3, Sage Intacct, as well as our own complimentary propriety X3CloudDocs solution. We are the longest standing Sage X3 partner in the UK with over 450 years of combined expertise in the sale, implementation, development and support of Sage X3. Helping our customers grow and evolve their business, arming them with the tools and skills to perform at their best, is at the heart of what we do!

As part of our global expansion strategy are now recruiting for an experienced Sage X3 Support Consultant to join our UK based team, but based within South Africa. With a wealth of Sage X3 expertise in the region, we're keen to tap into the talent pool South Africa has to offer. We already have South African nationals on our team in the UK who can vouch for the region's expertise, and we're now looking to hire our first employee here!

As part of our global team, you'll play a key role in developing strong relationships with our customers, resolving issues in Sage X3, Sage Intacct and our own X3 CloudDocs solution. If you're experienced in supporting SageX3 and interested in exploring an exciting opportunity to work for UK based employer, we'd love to hear from you!

Key Areas of Activity

Serve as the first point of contact for customers, diagnosing software issues and providing advice, assistance, and solutions.

Own the full incident lifecycle, from logging and tracking issues to resolution, while ensuring SLA compliance.

Keep customers updated on progress and maintain strong relationships throughout the issue resolution process.

Collaborate with internal teams to address challenging and varied customer queries.

Contribute to an environment of customer advocacy, ensuring satisfaction, retention, and business growth.

Understand the customer issue and the business impact, ensuring the call is given the correct priority.

Have effective call list management skills; keeping on top of calls, clearing quick wins, identification of urgent issues and continuous reprioritisation as new issues arise.

Record accurate, detailed information and track support calls and queries from creation to completion.

Achieve the quickest possible resolution for all customer issues, keeping the customer updated and assured with call progress.

Effectively own calls from the time logged, taking responsibility for liaison with colleagues, third parties and the customer when multiple inputs are required.

Clearly document the cause and solution to any issue to assist others should a similar issue arise.

Recognise where customers log repeat issues that have a broader impact and work with the team to find a permanent solution.

Work with colleagues to resolve challenging and varied queries.

Identify and progress commercial opportunities with discretion.

Attend customer and internal meetings as required.

About You

Extensive knowledge and experience of working with SageX3

Previous experience in a customer-facing role, diagnosing and resolving software issues.

Knowledge of business processes in the finance sector is essential, and ideally distribution and manufacturing.

Familiarity with ticketing systems like Freshdesk, Jira, Zendesk, or ServiceNow.

Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Analytical and methodical approach to resolving software problems.

Competency in Microsoft Excel (intermediate level) and other MS Office tools.

Excellent customer service skills, going above and beyond to deliver solutions.

High attention to detail and ability to work under pressure.

Effective time management skills, with the ability to prioritise tasks.

Collaborative and independent, sharing knowledge and solving problems as part of a team.

Willingness to grow product knowledge through ongoing learning.

In-depth knowledge of software testing and or troubleshooting.

Competence in Microsoft Excel and other MS Office programs.

Working for Mysoft

At Mysoft, you'll have the opportunity to work hands-on with cutting-edge technology and innovative products that make a real impact. We offer a competitive salary and benefits package, based on your experience, plus the flexibility to work in a fully remote setup. Your wellbeing matters to us, and we're committed to supporting your personal and professional growth every step of the way.

Applicants must possess the required work permit, visa or immigration document to work in South Africa on an unrestricted basis and be able to travel to the UK for induction training, and attend periodic business visits to the UK.

Job Types: Full-time, Permanent

Pay: R400000,00 - R600000,00 per year

Application Question(s):

Do you have experience of Sage X3 customer support? Are you able to travel to the UK
Work authorization:

South Africa (Required)
Work Location: Remote