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Sage Support Agent

1 week ago

Randburg, Gauteng, South Africa Sage Full time

We are seeking a skilled Customer Service Agent to join our team at Sage. As a key member of our team, you will play a vital role in ensuring customer satisfaction and retention while building brand loyalty.

Responsibilities
  • Provide technical guidance to advisors, partners, and alliances on various product-related challenges.
  • Determine the best course of action for resolving queries, ensuring minimal constraints and minimal impact on the live customer processing environment.
  • Support and resolve complex product escalations for Customer Support and other stakeholders.
  • Identify the root cause of customers' software or system issues and use system analysis and testing techniques to solve highly complex application or system issues.

In this hybrid office-based role, which requires a minimum of three days per week on-site at our office, you will provide support to our SBCPP, VIP, Classic, Premier, and Essentials Payroll customers.

Your responsibilities will include:

  • Assisting customers in defining the context of their issues, identifying root causes through continuous analysis, and evaluating potential solutions.
  • Providing expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders.
  • Contributing to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms.
  • Managing the logging process of software bugs or product enhancements and ensuring timely resolution.
  • Continuously finding ways to enable all our customers to be self-sufficient in minimizing time to solve complex application support queries.
  • Actively participating 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.

You will collaborate with your Team Leader and team to complete the Sage onboarding program.

Reporting to the Services Team Leader, you will work closely with a team of Customer Service Agents at various levels of seniority, along with Product Support Analysts, under the overall guidance and leadership of an Operations Manager.

Minimum Requirements:

  • Product certification in the relevant product (SBCPP, VIP, Classic, Premier, Essentials).
  • Com Degree or an equivalent NQF6 qualification (preferred).
  • At least 2 years of related experience (advantageous).
  • Strong understanding of support platforms and customer experience.
  • Ability to identify, investigate, and resolve technical queries.
  • Excellent problem-solving and troubleshooting skills, including active listening, meaningful probing questions, and the ability to break down business processes into simplified steps.

Key Competencies:

  • Action-oriented and resilient.
  • Effective communicator and customer-centric.
  • Self-aware, accountable, and trustworthy.
  • Resourceful, with a growth mindset and innovative approach.

A passion for helping customers is essential.