Product Support - Specialist in Newcastle upon Tyne

• Adhere to Customer Service Team's SLA's and KPI's.
• Train and coach colleagues on the systems and associated processes
• Contribute to projects and large change initiatives to improve operational efficiency, quality and consistency.
• Support the Community Administrator and Customer Success in Customer Service-related queries, actions and escalations.
• Participate and collaborate on internal and customer knowledge sharing and enablement sessions and content.
• Respond to, investigate and resolve cases logged by 'advanced' customers via email and phone
• Configure Sage People and Payroll platforms to solve customer cases
• Manage the support queue and prioritize assigned cases accordingly
• Build trusted customer relationships for customer success
• Facilitate customer handovers to support HMRC Legislation and P11D knowledge
• Self-reliance and a desire to work in a time pressured, high energy, fast growing team.
• The ability to work autonomously in challenging customer environments, taking ownership and accountability.
• Proactive solution oriented problem-solving skills.
• Exhibits the mindset/skillset to deliver excellent Customer Service with the understanding of Incident, Problem and Service Request management processes.
• Advanced knowledge of the Sage People and Salesforce.com platform an advantage
• Advanced understanding of HR, Recruitment and Payroll related business processes an advantage
• Excellent customer facing skills, comfortable engaging via phone and email, able to easily interpret requirements into functional specifications.
• Strong written and verbal presentation skills
• Patience and tenacity in handling customer demands
• Experience working in a fast paced customer support environment
• Experience in HR / Payroll software and operations
• Video: https://www.youtube.com/watch?v=TCMtTYUUiuU
• 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 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

Job Description The Sage People Product Support - Specialist is an experienced member of the Customer Services team with advanced Payroll system knowledge, supporting Payroll processes including P11D. The role could also extend to Sage People HR knowledge in the future.

#LI-VK1 Function Customer Operations Country United Kingdom Office Location Newcastle Work Place type Hybrid 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. Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/.