Senior Technical Support Analyst

at  Sage

JOB DESCRIPTION

As a Senior Technical Support Analyst at Sage, you will form an integral part of contributing towards the overall Sage strategy of cloud-first, and delivering expert knowledge towards effortless Omni channel experience across multiple products and platforms in supporting our customers and Business Partners.
The ideal candidate has excellent communication skills, is action oriented, resourceful and has a growth mindset. Join us and contribute to our growth and success while enjoying a collaborative work environment.

Minimum Requirements:

• Bachelors degree/ National Diploma preferred
• 2-3 years experience in Payroll Customer Support
• Sage 300 People and MCS Certified
• 1-2 years experience in Sage 300 people and MCS Suppor

Day-to-day responsibilities –

• On a daily basis, provide expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders
• Continuously find ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries
• Prioritise workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee and organization
• Remain relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures.
• Actively participate 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.

First 90 days snapshot:
Starting off in the role will see you being upskilled and trained on the features, benefits, and applications of Sage 300 People as well as the relevant Standard Operating Procedures (SOP’s)
Who you’ll be working with:
Under the guidance of a Services Team Leader, you will work closely with other Senior Technical Support Analysts, Product Support Analysts as well as Quality Assurance Analysts

Minimum Requirements:

• Bachelors degree/ National Diploma preferred
• 2-3 years experience in Payroll Customer Support
• Sage 300 People and MCS Certified
• 1-2 years experience in Sage 300 people and MCS Support

Benefits:
If you are someone who thrives in an environment where you are required to support customers with empathy and humility, while demonstrating strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps, this role will keep you engaged, challenged and motivated. Be ready to break down barriers so that you, our organisation and our customers can thrive.