Support Agent

1 week ago

Johannesburg, South Africa Sage Full time

Sage is a rapidly growing technology company that values innovation, creativity, and diversity. We pride ourselves on being at the forefront of cutting-edge technology and providing our customers with exceptional service. Our success is built on our people and we believe that our employees are our greatest asset. We are looking for aspiring Customer Services Interns to join our program and help us accelerate our growth.
The purpose of the role is to provide support to our Sage customers. Help our customers define the context of the issue, then narrow down the cause by continuously analyzing the information available, and to find and analyze solutions (options). Making decisions on how the query should be resolved with mínimal constraints and mínimal impact to the live customer processing environment. In addition, the customer services agent will provide solutions to advisors, partners and alliances on various technical issues and problems relating to product.

**Key Responsibilities**
- Key accountabilities and decision ownership:

- Provides 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
- Monitors trending customer issues to develop proactive communication and customer education
- 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
- Works collaboratively with internal and external stakeholders
- Prioritises workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee, and organization
- 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.
- Identify knowledge gaps related to product support and collaborate with line managers and training facilitators to close the gap
- Flexibility in supporting/moving to other products within CS(demand driven)
- Ensuring that you have a good understanding of clients’ requirements
- Prepare response that’s articulate how fixes should be applied sequentially and methodically.
- Accurately log events of each customer query on our internal CRM.
- Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimize team capacity.
- Encourage our customers to complete your after-call survey.
- Grow your product knowledge.
- Grow your customer service engagement with our customers.
- Follow internal policies. Skills, know-how and experience

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