Senior Technical Support Agent

2 weeks ago

Johannesburg, South Africa Sage Group PLC Full time

**Advert**
- People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it
At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.
- Job purpose: This role forms an integral part of contributing towards the overall Sage strategy of cloud first, and delivering expert knowledge towards effortless Omni channel experience across multiple products and platforms.

**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 timoues 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
- Multiskilled in different products is mandatory
- Flexiblity in supporting/moving to other products within CS(demand driven)

Skills, know-how and experience:
Essential:

- Productct certification on the relevant product
- Solid understanding of Digital Platforms and customer experience
- Exceptional writing and technical skills
- Ability to create content across all online platforms to protect and grow the Sage brand
- Ability to adhere to a structured work schedule and efficiently self-manage work time
- Ability to identify, investigate and resolve complex technical queries
- Requires 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
- Able to handle difficult conversations without negatively impacting the customer
- Adhere to escalation protocols within Customer Support.
- Manage uncertainty effectively and work without supervision.
- Service Industry experience

Technical Competencies:

- In depth Cloud and SaaS knowledge
- Digitalyl Savvy
- Multi service channel

Technical / professional qualifications:

- Matric is mandatory
- B. Com degree would be an advantage
- Both university graduates and school leavers can enter the support helpdesk
- Advanced Computer Knowledge (MS Office: Excel, Word)
- Have excellent communication skills - written and verbal.
- Ability to identify and adapt to the customers style of communication.
- Written communications/report writing

Behavioural Competencies:

- Action oriented
- Being resilient
- Communicates effectively
- Customer focus
- Demonstrates self-awareness
- Ensures accountability
- Instils trust
- Resourcefulness
- Situational adaptability
- Values differences
- Growth mindset
- Innovation

Qualifications and Experience
- BCom Degree or equivalent NQF6 qualification preferred
- 3-5 years related experience
- Server roles permissions Active Directory, and Domain setups.
- Exposure to Web services.(IIS Manager)
- Good understanding of Networks.
- Ability to learn quickly and research complex issues.
- Understanding of SQL and basic script writing.

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