Technical Support Expert (Sage Intacct)

• Where frontline support is unable to find a solution, steps in to independently own, investigate and solve low to complex software or system issues.
• Uses critical thinking, analysis and testing techniques, and in-depth troubleshooting to identify the root cause of customer issues, providing the optimum solution to each case.
• Proactively identifies improvements regarding our software, services, processes, and procedures, actively reviewing customer trends and feedback to spot opportunities for change.
• Maintains in-depth technical expertise by upskilling on applications and systems, as well as processes and procedures, seeking opportunities to educate/share knowledge with other team members.

• Recognizes opportunities to advise customers on how to realize a higher return on investment, improved operations, and increased business efficiency by utilizing existing and additional Sage products and services.
• Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics, and goals.
• Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base, reviewing existing articles to ensure technical accuracy
• Documents customer contact, using relevant systems, in a clear, concise, and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.

• Maintains a positive attitude, offering constructive approaches to overcoming difficulties, and treats all individuals with respect.
• Prioritise work for self and others, balancing importance from a customer perspective with operational efficiency, and managing time and resources to ensure the best possible outcome for the customer and Sage.
• Actively participates in internal projects such as improvements to call flow processes, training development, capturing, and maintaining knowledge capital, improving overall support skills, and improving customer service in the department, as time permits.

• Communication: Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
• Active Listening: Actively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand.
• Customer Focus: Demonstrates an understanding of customers' needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships.
• Accountability: Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes.
• Adaptability: Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach.
• Technical Expertise: Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage's products and services.
• Analytical Ability: Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions

• Booking Keeping or Accountant Certifications (an asset but not required)

• Customer facing role (either by phone, voice, or chat)
• Experience of working with and using IT systems
• Experience in addressing user inquiries in one or more of the Sage applications or industries

Sage