At a Glance
- Tasks: Support customers with payroll queries and enhance operational efficiency.
- Company: Join Sage, a top-rated workplace supporting businesses globally.
- Benefits: Generous bonuses, hybrid work, 25 days leave, and health coverage.
- Other info: Dynamic team environment with opportunities for growth and training.
- Why this job: Make a real impact in customer success while developing your skills.
- Qualifications: Experience in customer support and knowledge of payroll systems.
The predicted salary is between 31500 - 38500 £ per year.
- 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
- 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=q Ioi Cp ZH-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/.
#J-18808-Ljbffr
Product Support - Specialist employer: Sage Group plc
At Sage, we pride ourselves on being an exceptional employer, offering a dynamic work environment in our Cobalt office, Newcastle upon Tyne. Our commitment to employee growth is evident through ongoing training, flexible working patterns, and a culture that celebrates individuality and diversity. With comprehensive health benefits and opportunities for meaningful community engagement, we empower our team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support - Specialist
✨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 Product Support - Specialist
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.
