At a Glance
- Tasks: Investigate and troubleshoot customer issues while collaborating with teams to enhance product functionality.
- Company: Join Sage, a leading tech company transforming how businesses operate globally.
- Benefits: Enjoy generous bonuses, 25 days annual leave, hybrid work, and comprehensive health coverage.
- Other info: Be part of an award-winning team that values diversity and innovation.
- Why this job: Make a real difference by helping customers and improving products in a dynamic environment.
- Qualifications: Experience in customer support and strong problem-solving skills are essential.
The predicted salary is between 36000 - 44000 £ per year.
We are hiring Customer Support Specialists for Sage HCM.
In this role, you will investigate and troubleshoot complex customer issues through hands-on testing and root cause analysis.
You'll collaborate with internal teams to validate findings, escalate defects and product improvements, and work directly with customers to resolve issues while providing guidance on product functionality and best practices.
Hybrid - 3 days in our Newcastle office (global headquarters)
Key Responsibilities
- Resolve Customer Issues: Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.
- Perform Hands on Troubleshooting: Test, validate, and reproduce customer reported problems in controlled environments to identify root causes.
- Collaborate and
- Escalate
- When
Needed: Partner with peers, product teams, or engineering to escalate confirmed defects, propose fixes, and contribute insights that support product improvements.
- Work Directly with Customers: Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage.
- Document Technical Findings: Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams.
- Identify Trends and Recommend Improvements: Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability.
Requirements
- Prior experience in a customer support or service role (phone, email, or chat) at an HRIS/HCM or Payroll Technology company..
- Ability to analyze and reproduce technical customer issues.
- Demonstrated customer focus with the ability to educate and guide users.
- Solid problem solving skills with structured troubleshooting approaches.
- Comfort working in a fast paced environment with evolving priorities.
- Ability to use and navigate multiple IT systems
- Strong written and verbal communication skills
- Preferred Qualifications
- Experience providing Level 2 or advanced technical support.
- Background in software troubleshooting or application support.
- Familiarity with defect escalation or issue tracking systems.
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 + sell
- Comprehensive health, dental, and vision coverage
- Ongoing training and professional development
- Hybrid working
- Healthy Mind app membership
- Access to various helpful memberships for finances, health and wellbeing
- Country United Kingdom Office Location Newcastle Work Place type Hybrid
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: Watch a video about our culture: We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working.
Learn more about DEI at
Sage
#J-18808-Ljbffr
Customer Support Specialists 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 Specialists 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 Specialists 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.
