About the position
The Product Support Expert is responsible for identifying customer needs and resolving technical issues related to Sage's products and services. This role emphasizes strong problem-solving skills to maximize first-time resolution, enhance customer relationships, and ensure an exceptional experience for Sage customers. The position requires a blend of technical support and customer service, with a focus on effective communication and collaboration within a hybrid work environment.
Responsibilities
• Identify the root cause of customer software or system issues through excellent probing and understanding of Sage's products and services.
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• Demonstrate strong problem-solving and troubleshooting skills to resolve low to moderately complex issues.
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• Serve as a frontline technical resource for Sage customers, driving first call resolution and identifying cases for escalation.
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• Stay up to date on applications, systems, processes, and procedures through training and communications.
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• Own the customer support experience by providing exceptional assistance through various channels (telephone, email, chat).
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• Assist customers in gaining value from their products and services by promoting features and identifying additional opportunities.
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• Contribute to company knowledge capital by providing feedback to improve the customer/user experience.
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• Document customer contact clearly and concisely, escalating unresolved issues to appropriate resources.
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• Work collaboratively in a team, maintaining a positive attitude and treating all individuals with respect.
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• Prioritize work to balance customer importance with operational efficiency.
Requirements
• Minimum 1 year in a customer-facing role.
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• Accounting background is a huge plus.
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• Ability to communicate clearly and effectively, both verbally and in writing.
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• Technical knowledge and skills related to Sage's products and services.
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• Ability to solve problems through data analysis and critical thinking.
Nice-to-haves
Benefits
• Comprehensive health, dental and vision coverage
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• 401(k) retirement match (100% matching up to 4%)
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• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
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• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
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• 5 days paid yearly to volunteer (through Sage Foundation)
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• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
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• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
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• Library of on-demand career development options and ongoing training offerings
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