S200 Customer Support Expert

Job Description
The purpose of this role is to provide a 1st class level of customer service, by offering solutions to Sage Customers and Business Partners in line with the company vision.
Delivering high quality technical support to meet Customer/Business Partner needs in accordance with defined standards, best practice & agreed deadlines.
Hybrid – 3 days in our Newcastle office (global headquarters)
Offer high quality technical support to members of the Business Partner Community and to direct customers incorporating:

• Delivery of technical solutions via a variety of communication channels
• Delivery of a consistently excellent level of Customer Service to our partners & customers by understanding & delivering the underpinning team standards and procedures Inc. adherence to service levels.
• Demonstration & delivery of exceptional problem solving and troubleshooting skills.
• Ability to question to appropriately assess business impact.
• Continuous self-development of product knowledge and performance by attending training, utilising eLearn’s, embracing feedback from peers & managers to improve performance both from an individual and team perspective.
• Knowledge share with peers and team members.
• Creation and validation of knowledge share via digital channels.
• Build and maintain relationships with key stakeholders to drive continuous
• improvement within the product, team and self.
• Supporting and embracing change with a positive ‘can do’ approach.
• Ensure a positive Net Promoter Score.
• Ensure protection of customer renewals.
• Maturity, effective judgement and ability to make informed and balanced decisions.

Your benefits:

• 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