Job Title
Customer Support Expert (Technical Support)
Job Description
High Performer. Tech-savvy. Customer focused. Solutions-provider. If you are these four things, you'll feel the satisfaction of "I smashed it" every day as you shut your computer... This is that kind of job!
Working within our award-winning contact centre in Cobalt Business Park, Newcastle. Our Technical Support Experts help customers get the best out of their Sage products and take pride in giving the best quality advice. They are the frontline support for businesses and accountants who use our Sage products in their everyday business lives, and experts for our customers requiring advice or facing any technical problems.
This is a complex role that requires a logical and methodical approach to issues, as well as a real understanding to deliver the best customer service for our customers. It'll be up to you to help our customers understand their products and overcome challenges, as well as promote additional products and services through conversations.
๐๐ก๐๐ญ'๐ฌ ๐ข๐ง ๐ข๐ญ ๐๐จ๐ซ ๐ฒ๐จ๐ฎ?
As well as some fantastic benefits, you'll gain expert knowledge of Sage software products, built up through our new hire journey and with the support of an award-winning training team. You'll have 5 weeks of class-room based training, followed by further coaching and support as you go live with our customers. Once you've gained your product knowledge you will have developed skills to launch your career even further within the organisation. We have multiple functions within Sage and limitless progression opportunities available to you once you become skilled in your product.
๐๐ก๐ข๐ฌ ๐ข๐ฌ ๐ ๐ก๐ฒ๐๐ซ๐ข๐ ๐ซ๐จ๐ฅ๐ - ๐ญ๐ก๐ซ๐๐ ๐๐๐ฒ๐ฌ ๐ฉ๐๐ซ ๐ฐ๐๐๐ค ๐ข๐ง ๐จ๐ฎ๐ซ ๐๐๐ฐ๐๐๐ฌ๐ญ๐ฅ๐ ๐จ๐๐๐ข๐๐.
Key Responsibilities
๐๐ก๐๐ญ ๐ฒ๐จ๐ฎ'๐ฅ๐ฅ ๐๐ ๐๐จ๐ข๐ง๐ :
You'll speak to our customers every day on an inbound call line, as they contact Sage for technical and complex problems that need troubleshooting and resolving. It will be up to you to get to know their business, build rapport and help them get back on track with their product. You'll be a product expert, able to spot fixes and recommend additional Sage products that could save them time and effort, ensuring they get the most from their Sage subscription. You may speak to customers on occasion via web chat and email - so strong communication skills are key!
๐๐ข๐ง๐ข๐ฆ๐ฎ๐ฆ ๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐ & ๐๐ค๐ข๐ฅ๐ฅ๐ฌ ๐ซ๐๐ช๐ฎ๐ข๐ซ๐๐:
โขStrong communication skills, both written and verbal.
โขProven experience in a customer service role, preferably in a fast-paced environment.
โขProficient with operating computer software/programmes, with the confidence to pick up new tech.
โขThe ability to remain resilient whilst resolving complex technical issues.
๐๐จ๐ฎ๐ซ ๐๐๐ง๐๐๐ข๐ญ๐ฌ:
โขStarting salary of ยฃ26,000
โขAnnual bonus up to 10%, along with monthly perks valued at up to ยฃ500
โข33 days holidays (including bank holiday entitlement)
โขComprehensive health, dental and vision coverage
โขWork away scheme for up to 10 weeks a year
โขOn-going training and professional development
โขPaid 5 days yearly to volunteer through our Sage Foundation
Function
Customer Operations
Country
United Kingdom
Office Location
Newcastle
Work Place type
Hybrid
Advert
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/