Support Agent

1 month ago

Johannesburg, South Africa Sage Full time

The role is designed to empower our Sage 50C Accounting customers by delivering exceptional support. You’ll dive into the heart of our customers’ challenges, helping them clarify their issues, and systematically uncover the root causes through insightful analysis. Your mission? To find and evaluate solutions that not only resolve their concerns but do so with mínimal disruption to their live environments.
As a Customer Services Agent, you'll be at the forefront, making decisive calls that ensure smooth, uninterrupted customer operations. Beyond direct customer interactions, you’ll also become a trusted resource, providing expert guidance to our advisors, partners, and alliances on a variety of technical issues related to our product. Join us, and play a key role in ensuring our customers’ success while shaping the future of support in the industry.

**Key Responsibilities**

Key Accountabilities and Decision Ownership:
Expertise and Escalation Management: Serve as the go-to expert for resolving complex product issues, providing invaluable support not just to customers but to our entire network of stakeholders.
Proactive Communication: Keep our Customer Support teams in the loop with timely updates on product developments, software releases, and bug fixes—ensuring they’re always a step ahead.
Root Cause Analysis: Dive deep into customer issues, using advanced system analysis and testing techniques to crack the code on the most intricate software or system challenges.
Trend Monitoring and Customer Education: Stay on top of trending customer issues, and turn insights into proactive communication and educational resources that empower our customers.
Digital Transformation Contribution: Play a crucial role in our Digital Transformation journey by driving efficiencies and enhancing quality across our online platforms.
Bug and Enhancement Management: Take charge of logging software bugs and product enhancement requests, ensuring swift and effective resolution.
Collaborative Teamwork: Work seamlessly with internal and external stakeholders, fostering a collaborative environment where solutions are found and implemented swiftly.
Workload Prioritization: Adapt to shifting resources and priorities, managing your time and tasks to deliver the best possible outcomes for our customers, team, and organization.
Project Participation: Dive into internal projects that enhance our product, develop training, capture knowledge, and elevate the customer service experience across the department.
Knowledge Gap Identification: Spot and address knowledge gaps by collaborating with line managers and training facilitators to keep our team sharp and informed.
Adaptability: Be ready to flex and support other products within Customer Support as demand dictates, showcasing your versatility.
Client Understanding: Develop a deep understanding of each client’s unique requirements to tailor your support effectively.
Accurate Logging: Keep precise records of each customer interaction in our CRM, ensuring a smooth and traceable resolution process.
Team Efficiency: Manage your availability and time measurements within set benchmarks to optimize team capacity and performance.
Customer Feedback: Encourage customers to share their experiences through after-call surveys, using their feedback to fuel continuous improvement.
Continuous Growth: Expand your product knowledge and customer service skills, constantly pushing the envelope in delivering exceptional support.
Policy Adherence: Follow internal policies and procedures to ensure consistency and reliability in your support.

Skills, Know-How, and Experience:
Essential:
Sage 50C Accounting Certification: Be the expert with a certification that backs your deep understanding of the product.
Support Platform Mastery: Demonstrate a strong grasp of support platforms and the customer experience, ensuring top-tier service delivery.
Exceptional Communication Skills: Write and speak with clarity, precision, and professionalism, making complex issues understandable for all.
Self-Management: Adhere to a structured work schedule while efficiently managing your workload independently.
Technical Problem-Solving: Show off your ability to identify, investigate, and resolve technical queries with ease.
Probing and Listening: Employ strong problem-solving and troubleshooting skills, actively listening, asking probing questions, and simplifying complex processes.
Customer Interaction: Navigate difficult conversations with finesse, ensuring a positive experience for the customer, even under challenging circumstances.
Escalation Protocols: Follow escalation protocols within Customer Support to ensure issues are handled at the right level.
Independent Work: Manage uncertainty effectively, working autonomously with confidence.

Technical Competencies:
Industry Experience: While not required, industry experience will give you a valuable edge.
Communication Skills: Excel in both written and verbal communicat

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