At a Glance
- Tasks: Help customers solve technical issues and provide expert product advice.
- Company: Join Sage, a top-rated workplace in Newcastle with a supportive culture.
- Benefits: Starting salary of £26,000, bonuses, health coverage, and 33 days holiday.
- Other info: Enjoy career growth opportunities and paid volunteering days.
- Why this job: Make a real difference by helping customers while developing your skills.
- Qualifications: Experience in customer service and a willingness to learn complex software.
The predicted salary is between 26000 - 36400 £ per year.
Overview
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
Customer Support Expert (Technical Support) employer: Sage
Sage is an exceptional employer located in the vibrant Cobalt Business Park, Newcastle Upon Tyne, where you will find a supportive and dynamic work culture that prioritises employee growth and development. With a strong commitment to internal promotions, comprehensive training programmes, and generous benefits including 33 days of holiday and paid volunteering days, Sage empowers its employees to thrive both personally and professionally while making a meaningful impact on customers' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Expert (Technical Support)
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Sage's values and products. This will help you connect with the team and show that you're genuinely interested in being a part of their mission.
✨Tip Number 2
Practice makes perfect! Role-play common customer scenarios with a friend or family member. This will boost your confidence and prepare you for those tricky technical questions that might come up during the call.
✨Tip Number 3
Be yourself! When you're on the call, let your personality shine through. Building rapport with customers is key, so don’t be afraid to show your human side while solving their issues.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest updates and opportunities at Sage, making it easier for us to keep in touch.
We think you need these skills to ace Customer Support Expert (Technical Support)
Some tips for your application 🫡
Know the Role:Before you start writing, make sure you really understand what a Customer Support Expert does. Dive into the job description and pick out key responsibilities and skills. This will help you tailor your application to show us you're the perfect fit!
Show Your Personality:We want to see the real you! When writing your application, let your personality shine through. Use a friendly tone and share experiences that highlight your customer service skills. Remember, we value human connections!
Be Specific:When discussing your past experiences, be specific about how you've solved problems or helped customers in the past. Use examples that demonstrate your ability to handle complex issues, just like you would in this role.
Apply Through Our Website:Make sure to apply through our website for the best chance of getting noticed! It’s super easy and ensures your application goes straight to us. Plus, you’ll get all the latest updates on your application status!
How to prepare for a job interview at Sage
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of Sage's products and services. Familiarise yourself with common technical issues customers might face and think about how you would resolve them. This will show your potential employer that you're proactive and ready to tackle challenges head-on.
✨Practice Active Listening
During the interview, demonstrate your ability to listen carefully. When asked questions, take a moment to think before responding. This not only shows that you value what the interviewer is saying but also allows you to formulate clear and concise answers, which is crucial for a Customer Support Expert.
✨Showcase Your Communication Skills
Since the role involves explaining complex technical issues in simple terms, practice articulating your thoughts clearly. You could even do a mock interview with a friend where you explain a technical concept. This will help you convey information effectively during the actual interview.
✨Emphasise Your Customer Service Experience
Be ready to share specific examples from your past roles where you successfully resolved customer issues. Highlighting your experience in customer service will reassure the hiring team that you can handle the demands of the job and build rapport with customers.
