Sage 200 Support Consultant

As a Sage Support Consultant, you will be responsible for providing technical assistance and support to our clients who are utilizing the Sage 200 software. Your primary objective will be to ensure our clients\’ seamless experience with Sage 200, resolving their queries, and helping them optimize their usage of the software. You will play a crucial role in delivering exceptional customer service and maintaining client satisfaction.

Responsibilities:

• Provide expert-level remote technical support to clients using Sage 200 (and associated add-ons).
• Manage and prioritize support tickets and communicate effectively with clients in order to respond promptly and professionally to their enquiries, troubleshoot issues, and provide effective solutions.
• Diagnose and resolve software and configuration issues, identifying root causes and implementing appropriate fixes.
• Collaborate with cross-functional teams, including the implementation and development teams, to escalate and resolve complex client issues.
• Stay up-to-date with the latest Sage 200 releases, updates, and enhancements, and proactively share this knowledge externally with clients to enhance their experience and internally with colleagues.
• Stay up-to-date with the latest 3rd party add-ons associated with Sage 200, and proactively share this knowledge externally with clients to enhance their experience and internally with colleagues.
• Document and maintain accurate records of client interactions, issues, and resolutions in the support ticketing system.
• Perform system testing and troubleshooting to identify and resolve issues or discrepancies.
• Perform testing of bespoke software and deploy bespoke on clients\’ systems.
• Provide ongoing support and assistance to clients post-implementation, addressing any issues or concerns that arise.
• Establish strong, long-lasting client relationships by delivering exceptional service and support in order to act as a trusted advisor to clients, offering insights and recommendations for optimising their use of Sage 200 as well as identifying opportunities for upselling or cross-selling additional services or software modules.

Requirements:

• In-depth knowledge of Sage 200 software, including modules such as finance, commercials, manufacturing, and CRM, and the 3rd party add-ons associated with Sage 200, i.e. Sicon, Draycir, Eureka, CIM, QNECCT.
• Strong troubleshooting and problem-solving skills, with the ability to analyse complex issues and provide effective solutions.
• Strong understanding of business processes and workflows across various industries.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with clients and internal teams.
• Excellent customer service skills and the ability to communicate technical concepts to non-technical clients in a clear and concise manner.
• Proficiency in SQL queries and database management.
• Ability to work independently and as part of a team, managing multiple priorities.
• Strong attention to detail and commitment to delivering high-quality support services.
• Professional certifications in Sage 200 or related technologies are highly desirable.

Package
:

• Salary based on experience
• Full-time (9:00am till 5:00pm Monday to Friday)
• Work Location: Home/EBS Offices Birmingham (B24 9NT)
• 20 Days Annual Leave + Statutory + Christmas Shutdown, increasing to a maximum of 26 Days + Birthday Leave (based on length of service)
• Westfield Healthcare Cover
• Employers Pension
• Training, Development & Growth Plans

Contact to apply