Job Description

As a Customer Support Analyst, you will play a key role in building strong customer relationships by delivering exceptional support for Sage products and services. You will assist customers with product questions, troubleshoot issues, and provide guidance on how our solutions support their business operations. By understanding customer needs, you'll also help identify opportunities where additional Sage products or services may provide value.

In this role, you'll collaborate with teammates to improve the overall customer experience by contributing to internal knowledge resources, participating in team projects, and sharing your expertise with less experienced team members. Your commitment to delivering accurate, timely support will help drive customer satisfaction and long-term success.

This role is hybrid, three days per week onsite in our Lawrenceville office.

Key Responsibilities

- Deliver an exceptional customer experience by resolving inquiries via phone, email, chat, social media, and other support channels while meeting service goals and performance metrics.

• Troubleshoot and resolve low to moderately complex software and system issues by identifying root causes and applying effective problem-solving techniques.

• Maintain current knowledge of assigned Sage products, support processes, and business applications.

• Create, update, and promote knowledge base articles to improve self-service resources and maintain content quality.

• Help customers maximize the value of their Sage products and identify opportunities where additional solutions may benefit their business.

• Accurately document customer interactions and resolutions within the case management system.

• Escalate unresolved issues to the appropriate teams, providing complete and relevant information.

• Collaborate effectively with teammates and contribute to a positive, respectful work environment.

• Prioritize work to balance customer needs with operational efficiency, communicate progress, and proactively address obstacles.

• Adapt to changing priorities and manage workload effectively to ensure the best outcomes for customers and the business.

• Participate in continuous improvement initiatives, including process enhancements, training development, knowledge sharing, and customer service improvements.

Skills, know-how and experience:

- 1+ years of experience preferred in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude.

• Requires the ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner.

• Requires 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.

• Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions.

• Established knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries.

• Requires the ability to adhere to a structured work schedule and efficiently self-manage work time.

• Requires strong verbal, listening, and written communication skills.

• Education or experience in construction or accounting is a plus.

Behavioral Competencies:

- Action oriented

• Being resilient

• Communicates effectively

• Courage

• Customer focus

• Demonstrates self-awareness

• Ensures accountability

• Instills trust

• Resourcefulness

• Situational adaptability

• Values differences

Perks? We have plenty.

- Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

• Comprehensive health, dental and vision coverage

• 401(k) retirement match (100% matching up to 4%)

• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

• 5 days paid yearly to volunteer (through Sage Foundation)

• $5,250 tuition reimbursement per calendar year starting 6 months after hire date

• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

• Library of on demand career development options and ongoing training offerings

Dig deeper about who we are:
- Who is Sage:
https://www.sage.com/en-us/company/about-sage/

• Life at Sage:
  https://www.sage.com/en-us/company/careers/

• Our Values & Behaviors:
  https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be

• How we make a difference:
  https://www.sage.com/en-us/company/sage-foundation/

• Sage Business Cloud - SaaS for Every Business:
  https://www.sage.com/en-us/products/

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