Customer Support Expert (Technical Support)

Overview

Customer Support Expert (Technical Support) – Sage, Newcastle Upon Tyne, England, United Kingdom

Responsibilities

They have questions, you have answers! When customers call Sage to solve their complex technical issues, they’ll trust you to fix them in a simple, easy to follow way. This means deeply understanding both their business and our software and then efficiently communicating solutions. Bring your experience in a customer service role and confidence in learning new, deeply complex software.

Day-to-day: Each day, you’ll be a lifesaver to customers speaking to them on an inbound call line to solve their technical and complex problems. It’ll be up to you to get to know their business, build rapport, and help them get back on track with their product. You’ll be a product expert, able to spot fixes and recommend additional Sage products to save them time and effort.

On-the-job training

You’ll embark in a 6-week classroom training plus receive ongoing coaching. You deserve to feel the satisfaction of speaking to customers with confidence, so we’ve put a lot into this training programme. It will equip you to embody our values – human, simplicity, trust, and bold – in every customer call.

Meet the team

They’re a top-rated contact centre in Cobalt Business Park. Not only that, the company as a whole was awarded #15 on the Financial Times’ Best Places to Work in the UK. You’ll work alongside people who are technical-minded and embrace the variety that each call brings. They’re supported by managers who care so they can keep caring for customers.

Career growth

We advocate for promoting internally – whether that’s staying in the same function or exploring a new one. Colleagues are empowered to tap into Talent Marketplace, our internal platform for development opportunities and creating career goal roadmaps.

10 paid days for volunteering and learning

Through Sage Foundation, you can donate your skill-based support or manual labor to causes you care about 5 days per year. Another 5 days per year can be spent engaging in learning opportunities that interest you, because we care about your development at Sage.

What to expect after you apply

Look for an email inviting you to take an online assessment. Yes, we know this is another step that takes time. However, it actually will save you time in the long run – think of it as a way to instantly tell the hiring team about your personality and skills without having to wait for an interview.

Your benefits

• Starting salary of £26,000
• Annual bonus up to 10%, along with monthly perks valued at up to £750
• 33 days holidays (including bank holiday entitlement)
• 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

Employment details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development

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