To enhance each customers relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage’s products or services and their application in the customer’s business operating environment in adherence to the company’s guidelines.
Customer relations 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 while mentoring less experienced staff.
Key ResponsibilitiesKey Responsibilities :
Provides an Extraordinary Customer Experience 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
Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues
Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures
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. Maintains article quality standards
Assists customers in gaining the most value from their Sage products and services
Identifies additional opportunities for Sage solutions to benefit the customer's business needs
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. Maintains 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
Prioritizes work balancing importance from the customer perspective and operational efficiency.
Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress.
Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization
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.
Skills, know-how and experience :
Bilingual, English / French
Established knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries
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
Minimum two 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 adhere to a structured work schedule and efficiently self-manage work time
Requires strong verbal, listening, and written communication skills