Customer Support Expert (Technical Support)

Job Title Customer Support Expert (Technical Support) Job Description 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. Hybrid – 3 days in our Newcastle office (global headquarters) Salary – starting at £28,000, annual bonus up to 10%, monthly perks valued at up to £750 Assessment – look for an email after you apply inviting you to complete your application Key Responsibilities Your 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. How people describe you: You\’re logical, resilient, and can get your point across in a non-assertive way. You enjoy storytelling, and you\’re good at it too. Not only that, but you are excellent at listening and like giving your advice. The complexity of technology doesn\’t intimidate you, in fact you seek ways to learn more about it. You bounce back after failures and setbacks, and like hearing about how you can improve. 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 £28,000 • 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 LI-AD1 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. If you need support applying, reach out at careers@sage.com . Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/