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Customer Support Analyst, Sr.

Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world's business heroes-from single-person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Be Sage, build on.
EOE AA/M/F/Vet/Disability
Sage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster: http://1sa.ge/EjaS30kzhpR
Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website to apply for a position, please contact us at careers@sage.com We evaluate requests for reasonable accommodation on a case-by-case basis.Are you tired of the day-to-day activities of your job as an accountant or bookkeeper but still want to use your accounting skills? Sage has the position for you!
Have you worked for a distribution company or manufacturer, and are you fluent with how to use enterprise software to get the job done?
Do you love to navigate people through their functional issues? Even ones that tend to be a bit more complicated?
If so, we have the position for you.
This position is responsible for enhancing each customer's relationship with Sage. This objective will be primarily accomplished by providing assistance for customers with escalated or more complex questions or issues regarding Sage's products or services and their application in the customer's business operating environment. Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, etc.). Customer relationships will also be enhanced by the identification of customer needs that can be addressed by additional Sage products or services. In addition, analysts will regularly author articles for submission to the knowledge base and engage in team based project work. Provides mentoring and training to less experienced staff. The hours for this position are from 8 am - 5pm Pacific/11-8 EST.
You will be supporting the Sage Business Cloud Enterprise Management (formerly Sage X3) product line.Responsibilities
Provides an Extraordinary Customer Experience across one or more Sage products or industries by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals
Independently identifies the root cause of the client's software or system issues and uses system analysis and testing techniques to solve low to complex application or system issues. Listens for customer trends and takes appropriate action to resolve. Acts as knowledge resource to others
Uses Knowledge Center Support (KCS) methodologies to efficiently resolve issues. Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. May participate in Evolve Loop creation, review articles for technical accuracy, and publish articles. Maintains article quality standards
Recognizes creative opportunities and advises customers in realizing a higher return on investment, greater insight into business activities, operating business more effectively, and improving business efficiency utilizing Sage products and services
Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources
Works collaboratively and effectively within a team of peers. Promotes a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect. Acts as a mentor to others and identifies coaching/training opportunities
Prioritizes work for self and assists others, balancing the importance from the customer perspective and resources available with minimal impact on operational efficiency. Follows through on commitments, communicating status of work and removes barriers that may interfere with progress. Effectively adjusts when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization
Stays current on technical and business knowledge in all assigned applications. Seeks out opportunities to educate or share knowledge with team members. Acts as a positive change agent for roll out and alignment of support processes and procedures
Lead or actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned
Qualifications
Requires a High School Diploma or GED or equivalent experience required
Advanced 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 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
Requires strong verbal, listening, and written communication skills

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