At a Glance
- Tasks: Solve complex customer issues and deliver exceptional support for HR and payroll solutions.
- Company: Join a dynamic team at Sage, a leader in HR technology.
- Benefits: Generous bonuses, 25 days leave, health coverage, and hybrid work options.
- Other info: Enjoy ongoing training and a supportive work environment.
- Why this job: Make a real difference by helping customers succeed with their software.
- Qualifications: Experience in HRIS or payroll tech support and strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Are you passionate about solving complex problems and delivering exceptional customer experiences? Join our team as a Customer Support Specialist for Sage HCM, where you'll play a key role in helping customers get the most from their HR and payroll solutions. In this role, you'll investigate and resolve challenging customer issues through hands‑on testing, troubleshooting, and root cause analysis. You’ll work closely with cross‑functional teams to validate findings, identify product improvements, and elevate defects when necessary. Most importantly, you’ll partner directly with customers, providing expert guidance, practical solutions, and best‑practice recommendations that help them succeed. This is a hybrid role based in our Cobalt office 3 days per week.
Key Responsibilities
- Take ownership of complex customer cases from investigation through to resolution, using hands‑on troubleshooting, testing, and root cause analysis to identify effective solutions.
- Work closely with customers and cross‑functional teams to validate issues, escalate confirmed defects, contribute to product improvements, and provide clear guidance that helps users get the most from their software.
- Maintain detailed technical documentation, ensuring a seamless support experience, while identifying recurring trends and recommending enhancements that improve processes, product stability, and overall customer satisfaction.
Qualifications
- Customer‑focused professional ideally with experience supporting HRIS, HCM, or Payroll technology solutions.
- Strong analytical and troubleshooting skills, with the ability to investigate, reproduce, and resolve technical issues while clearly communicating solutions to customers.
- Comfortable navigating multiple systems, managing competing priorities in a fast‑paced environment, and helping users build confidence in their product knowledge.
- Experience providing Level 2 or advanced technical support, supporting software applications, and working with defect escalation or issue‑tracking systems would be a distinct advantage.
- Proactive mindset, excellent communication skills, and a passion for creating positive customer experiences.
Benefits
- Generous bonuses and pension scheme: up to 8% matched pension contribution plus 2% top‑up by Sage.
- 25 days of paid annual leave with the option to buy up to another 5 days.
- 8 bank holiday days.
- Paid 5 days yearly to volunteer through our Sage Foundation.
- 50% income protection.
- Holiday buy and sell.
- Comprehensive health, dental, and vision coverage.
- Work‑away scheme for up to 10 weeks a year.
- Ongoing training and professional development.
- Hybrid working.
- Healthy Mind app membership.
- Access to various helpful memberships for finances, health and wellbeing.
Location
- Country: United Kingdom
- Office Location: Newcastle
- Work Place type: Hybrid
Customer Support Specialist for Sage HCM employer: Sage Group plc
Sage is an exceptional employer for aspiring AI Engineers, offering a dynamic work culture that fosters innovation and collaboration. With a focus on employee growth, you will have the opportunity to develop your technical and commercial skills while working on cutting-edge AI solutions that drive global marketing efforts. Located in a vibrant environment, Sage provides generous benefits and a supportive atmosphere that encourages creativity and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist for Sage HCM
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sage Group plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sage Group plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist for Sage HCM
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sage Group plc:Your cover letter is your chance to shine! Tell us why you want to work at Sage Group plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sage Group plc!
How to prepare for a job interview at Sage Group plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
