Job Description

Sage is seeking a Technical Support Agent to join our team in Johannesburg. In this hybrid role (with a minimum of three days per week on-site), you will play a key role in providing expert technical knowledge to support our Sage 200 Evolution Business Partners and Customers telephonically and via email.




We are looking for a candidate with strong communication skills who is action-oriented, resourceful, and possesses a growth mindset. Join us and be part of a collaborative environment where your contributions drive success and innovation.


Key Responsibilities

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- Provide an extraordinary customer experience to Sage 200 Evolution BP's and Customers across industries by addressing inquiries using a variety of channels (telephone, email, Sage Community Hub, etc.) in a support-centre environment adhering to scheduled shifts, procedures, metrics, and departmental goals.


- Independently identify the root cause of the customers software or system issues and use system analysis and testing techniques to solve low to complex application or system issues.


- Contribute to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies.


- Prioritise workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee and organization


- Remain relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures.


- 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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In the initial phase of your role, you'll receive comprehensive training and upskilling on the features, benefits, and applications of Sage 200 Evolution. You'll also be introduced to the relevant Standard Operating Procedures (SOPs) to ensure you're set up for success.




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You'll work under the guidance of a Services Team Leader, collaborating closely with Senior Technical Support Analysts, Product Support Analysts, and Quality Assurance Analysts. This collaborative environment is designed to support your development and help you make an immediate impact.




:


- Bachelor's degree or National Diploma (preferred)


- 2-3 years of experience in Technical Customer Support


- Certification in Sage 200 Evolution


- 1-2 years of hands-on experience supporting Sage 200 Evolution




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If you thrive in an environment where supporting customers with empathy and humility is key, this role offers the perfect opportunity to put your problem-solving and troubleshooting skills to work. You'll be challenged and motivated as you:


- Actively listen and ask insightful, probing questions


- Simplify complex business processes into clear, manageable steps


- Help break down barriers to success--for yourself, our organisation, and our customers


Join us in a role where your contributions make a meaningful impact and where continuous growth is part of the journey.




#LI-VS1


Function

Customer Operations


Country

South Africa


Office Location

Johannesburg


Work Place type

Hybrid


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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/