Job Title
Technical Support Analyst L1
Job Description
Hello there! I'm Tori and I might be your future manager! My leadership style is all about trust, respect and providing support to each member of the team. I truly believe that the best results come from people who feel valued and are encouraged to be their best selves at work.
In our team you will find a collaborative environment, where your opinions and ideas are always heard and celebrated. We are all about working together on your professional growth to help you reach your goals. If you are passionate about customer service, excited to learn new skills and eager to be part of a team that genuinely cares for both the customer and the company, then we would absolutely love to hear from you!
The Role:
We are on the lookout for a dedicated individual to join our friendly and forward-thinking team as a Technical Support Analyst. This role is crucial in providing top-notch technical product support to customers through various channels, including inbound calls, emails and Microsoft Teams Meetings. Your primary responsibilities will involve handling customer inquiries, troubleshooting technical issues and offering tailored solutions to meet customer needs. Additionally, you will be responsible for documenting customer interactions, liaising with internal teams and stakeholders to resolve issues and ensuring effective communication with all parties involved.
Key Responsibilities
Your Day-to-Day
• Engage with Customers: Spend your day handling inbound and outbound inquiries, via phone and our ticketing system, ensuring customers get the support they need.
• Troubleshoot Issues: Dive into troubleshooting and replicating customer-reported issues to find solutions.
• Documentation: Document discoveries with clear steps and thorough analysis for internal reviews.
• Problem Assessment: Assess the severity of issues and react accordingly to provide swift resolutions.
• Timely Resolutions: Tackle time-sensitive issues with a focus on delivering timely and clear communication to customers.
• Trend Identification: Identify and report on trends or product knowledge gaps to help improve our services.
• Internal Collaboration: Build collaborative relationships within other departments to enhance the support process.
• Customer Empowerment: Promote the use of our resources to help customers pro-actively solve their problems
• Record Maintenance: Update customer records based on interactions, keeping everything up to date and accurate.
• Knowledge Base: Continuously help maintain and improve a knowledge base of our evolving product and services.
Key Responsibilities:
• Provide expert technical support via calls and our ticketing system.
• Troubleshoot and resolve technical product issues efficiently.
• Handle time-sensitive issues with prompt and clear communication to customers.
• Document discoveries with clear reproduction steps and detailed analysts.
• Maintain a high level of solves per month.
• Maintain 20 or more outbound calls per month.
• Achieve and maintain a customer satisfaction score (CSAT) of 95% or more.
• Ensure quality escalations to the Advanced Support team with precise reproduction steps.
• Recognise the severity of issues and react appropriately.
• Identify and report on trends or product knowledge gaps.
• Foster strong collaborative relationships within the immediate team and other departments.
• Promote the use of our resources to empower customers.
• Document and update customer records accurately based on interactions.
• Continuously maintain and improve a knowledge base of the product and services.
• Ensure a customer-first approach by keeping customers updated and fully answering tickets.
• Consistently achieve all KPI's set.
Hybrid - 3 days in the office
Location: Bristol or Newcastle
Your benefits
• Competitive base salary and commission structure
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working
what to do next
Apply or refer a friend
#LI-VK1
Function
Customer Operations
Country
United Kingdom
Office Location
Bristol;Bristol;Newcastle
Work Place type
Hybrid
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Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at careers@sage.com .
Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/