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For Companies At a Glance
- Tasks: Provide top-notch technical support via calls, emails, and Teams meetings.
- Company: Join Sage, a leader in tech solutions for small and medium businesses worldwide.
- Benefits: Enjoy competitive salary, health coverage, hybrid work, and paid volunteer days.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction.
- Qualifications: No specific experience required; just a passion for tech and helping others.
- Other info: This is a hybrid role based in Bristol, with 3 days in the office.
The predicted salary is between 28800 - 43200 £ per year.
Job Details: Technical Support Analyst L1
Full details of the job.
Job Title
Job Title Technical Support Analyst L1
Job Description
Job Description We are on the lookout for a dedicated individual to join our friendly and forward-thinking team as a Technical Support Analyst. This role is crucial in providing top-notch technical product support to customers through various channels, including inbound calls, emails and Microsoft Teams Meetings.
We are seeking a dedicated and enthusiastic individual who excels in delivering exceptional service and consistently goes above and beyond for our customers. Your primary responsibilities will include handling customer inquiries with professionalism and efficiency, troubleshooting technical issues, and providing tailored solutions to meet customer needs. You will also document customer interactions accurately, liaise with internal teams and stakeholders to resolve issues promptly, and ensure effective communication with all parties involved to maintain a high level of customer satisfaction.
If you have a passion for customer service, technology and a commitment to exceeding customer expectations, we would love to hear from you.
Your Day-to-Day
• Engage with Customers: Spend your day handling inbound and outbound inquiries, via phone and our ticketing system, ensuring customers get the support they need.
• Troubleshoot Issues: Dive into troubleshooting and replicating customer-reported issues to find solutions.
• Documentation: Document discoveries with clear steps and thorough analysis for internal reviews.
• Problem Assessment: Assess the severity of issues and react accordingly to provide swift resolutions.
• Timely Resolutions: Tackle time-sensitive issues with a focus on delivering timely and clear communication to customers.
• Trend Identification: Identify and report on trends or product knowledge gaps to help improve our services.
• Internal Collaboration: Build collaborative relationships within other departments to enhance the support process.
• Customer Empowerment: Promote the use of our resources to help customers pro-actively solve their problems.
• Record Maintenance: Update customer records based on interactions, keeping everything up to date and accurate.
• Knowledge Base: Continuously help maintain and improve a knowledge base of our evolving product and services.
This is an hybrid role (3 days office / 2 days remote) based in our Bristol office.
Key Responsibilities
Key Responsibilities Key Responsibilities:
• Provide expert technical support via calls and our ticketing system.
• Troubleshoot and resolve technical product issues efficiently.
• Handle time-sensitive issues with prompt and clear communication to customers.
• Document discoveries with clear reproduction steps and detailed analysts.
• Maintain a high level of solves per month.
• Maintain 20 or more outbound calls per month.
• Achieve and maintain a customer satisfaction score (CSAT) of 95% or more.
• Ensure quality escalations to the Advanced Support team with precise reproduction steps.
• Recognise the severity of issues and react appropriately.
• Identify and report on trends or product knowledge gaps.
• Foster strong collaborative relationships within the immediate team and other departments.
• Promote the use of our resources to empower customers.
• Document and update customer records accurately based on interactions.
• Continuously maintain and improve a knowledge base of the product and services.
• Ensure a customer-first approach by keeping customers updated and fully answering tickets.
• Provide exceptional customer service by addressing customer inquiries and concerns promptly and professionally.
• Assist customers with product usage and troubleshooting, ensuring a positive customer experience.
• Follow up with customers to ensure their issues are resolved to their satisfaction.
• Gather customer feedback to improve service delivery and product offerings.
• Ensure a customer-first approach by keeping customers updated and fully answering tickets.
• Consistently achieve all KPI’s set.
Your benefits:
• Competitive base salary and commission structure
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working
#LI-AD1
Function
Function Customer Operations
Country
Country United Kingdom
Office Location
Office Location Bristol
Work Place type
Work Place type Hybrid
Advert
Advert Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at careers@sage.com .
Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/
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Technical Support Analyst L1 employer: Sage City
Contact Detail:
Sage City Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst L1
✨Tip Number 1
Familiarise yourself with common technical issues related to the products we support. This will not only help you troubleshoot effectively but also demonstrate your proactive approach during interviews.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Being able to convey technical information clearly and empathetically is crucial for this role.
✨Tip Number 3
Engage with our online community or forums where users discuss our products. This can provide insights into common customer concerns and enhance your understanding of our services.
✨Tip Number 4
Network with current employees on platforms like LinkedIn. They can offer valuable insights about the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Technical Support Analyst L1
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and customer service. Use keywords from the job description, such as 'troubleshooting', 'customer satisfaction', and 'documentation' to catch the employer's attention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved technical issues or improved customer satisfaction in previous roles.
Showcase Communication Skills: Since the role involves handling customer inquiries through various channels, emphasise your strong communication skills. Provide examples of how you've effectively communicated with customers or collaborated with teams to resolve issues.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by including examples of how you've tackled technical challenges in the past. Discuss your approach to troubleshooting and how you ensure timely resolutions for customers.
How to prepare for a job interview at Sage City
✨Show Your Customer Service Skills
As a Technical Support Analyst, your ability to provide exceptional customer service is key. Prepare examples of how you've successfully handled customer inquiries or resolved issues in the past. Highlight your communication skills and your commitment to customer satisfaction.
✨Demonstrate Technical Knowledge
Brush up on the technical aspects relevant to the role. Be ready to discuss troubleshooting methods and how you would approach common technical issues. Showing that you understand the products and services will impress the interviewers.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving abilities. Think about potential technical issues customers might face and how you would resolve them. This will showcase your analytical skills and your ability to think on your feet.
✨Emphasise Team Collaboration
Since the role involves liaising with internal teams, be prepared to discuss your experience working collaboratively. Share examples of how you've built relationships with colleagues to enhance support processes and improve customer experiences.
