Technical Support Analyst
2 months ago
As a Technical Support Analyst at Sage, you will form an integral part of contributing towards the overall Sage strategy by providing world class support to our SBCPP/VIP/Classic/Premier/Essentials Payroll customers.
**Key Responsibilities**
Day-to-day responsibilities
- On a daily basis, provide expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders
- Deliver timeous communication to the Customer Support teams relating to product updates, software releases, bug fixes
- Contribute to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms
- Actively participate in internal projects such as product enhancements processes, training development, capturing, and maintain knowledge capital, improving overall support skills, and improving customer service in the department as assigned.
First 90 days snapshot:
Who you’ll be working with:
Under the guidance of a Services Team Leader, you will work closely with other Technical Support Analysts, Product Support Analysts as well as Quality Assurance Analysts.
Minimum Requirements:
- Bachelors degree/ National Diploma preferred
- 1-2 years’ experience in Customer Support, with Payroll being an added advantage
- Product certification on the relevant product - SBCPP/VIP/Classic/Premier/Essentials
**Benefits**:
If you are someone who thrives in an environment where you are required to support customers with empathy and humility, while demonstrating 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, this role will keep you engaged, challenged and motivated. Be ready to break down barriers so that you, our organisation and our customers can thrive.
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