Technical Product Support

2 weeks ago

Durban, 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.

The role focuses on in initial technical investigation and triage of all escalated bugs, issues and questions from the global support teams with Technical Product Support (Tier 3) acting as a connector between our product teams and support teams. The role enables us to resolve and direct questions and issues appropriately to maximise our customers experience and efficiencies.

**Key Responsibilities**
- Entry point into Product Engineering for all external teams needing Product Delivery support
- Triage any raised bugs and assign to most appropriate delivery team’s for resolution
- Monitor and Reviews logs, errors and performance around bugs and issues
- Provides recommendations to improve system quality based on patterns of issues, errors and bugs
- Provide additional information and conduct appropriate data checks for requests including common data tasks eg ‘Right to be Forgotten’
- Works closely with Product Engineering to ensure knowledge of products and future enhancements are up to date and comprehensive to offer tier 3 support
- Provide internal product assistance and knowledge transfer to aid other teams to be self-supporting
- Build sustainable working relationships within Sage Support and Delivery communities
- Leverage team and Sage colleague’s skills and knowledge to promote efficiencies and improve user experience.

Skills, know-how and experience:
Must have:

- Experience in a technical role facilitating communication between Technical Development and Customer support. Able to understand & use SQL (Basic Level) bonus will be to read code eg, c#
- General understanding of customer service principles.
- Strong problem solving and interpersonal skills.
- Demonstrate strong English written and verbal communication skills.
- Ability to converse in both technical and layman terms.
- Ability to effectively use work item management software.
- Ability to be proactive, organised and flexible
- Good influencing skills and the ability to build strong, trusting relationships
Preferred:

- Basic Accounting knowledge
Technical / professional qualifications:

- IT technical certification/ qualification
- Customer service training

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