Sage 200 Support Consultant

Please note this role is working on a remote basis and can be based anywhere in England.

Pinnacle is a business management solution provider implementing and supporting Sage, Acumatica, Managed IT Services solutions and Digital Transformation Software Development.
With three decades of experience and a dedicated team of 200 professionals, we leverage our expertise to guide your business through migrations, upgrades, and new systems implementation of cutting-edge business management and IT software solutions.
Pinnacle is the Technology Solutions Division of K3 Capital Group.

Sage 200 Support Consultant

The role of a software support consultant at Pinnacle plays a crucial role in providing exceptional service to our diverse range of customers across various industries.

As a Sage Support Consultant, you will be the front line troubleshooter, communicator, and product advisor, ensuring our customers have a seamless experience.

Reporting to the Sage 200 Support Team Leader and Customer Support Director, the successful candidate will provide support to Sage 200 customers in a wide range of industries ensuring customers experience exceptional service.

Key responsibilities:

1. Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.
2. Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.
3. Product Advice: Provide context-specific advice to customers experiencing problems with our products.
4. Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.
5. Documentation: Maintain a comprehensive record of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.
6. Collaboration: Collaborate with internal teams and third-party suppliers to resolve customer issues and provide feedback on product enhancements.
7. Stay Informed: Stay updated on changes and updates to relevant software and ISV products to provide accurate information to customers.
8. Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.
9. Additional Support Duties: Undertake other support duties as required, including on-site and chargeable work.
10. KPIs: Work to achieve the team’s KPIs, taking remedial action where targets are not met, as advised by your Team Leader, Manager, or Director.

The ideal candidate:

1. Applicants should ideally have a number of years of Sage 200 support experience.
2. You should be proficient in SQL and have proven IT Support / Administration experience.
3. Experience with Sage ISVs such as Draycir or Sicon would be advantageous.
4. You should have excellent communication skills to deal with customers at all levels, as well as with your peers across various departments.
5. The candidate will also be a good problem-solver, self-motivated, and organised.
6. Actively promote Pinnacle services and software solutions, including providing training sessions as required.

Salary will be negotiable depending on track record and experience. The position is a permanent contract.

This post offers an exciting opportunity for an enthusiastic application professional that wishes to be part of a well-established and rapidly expanding company.

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