Customer Support Expert (Technical Support)

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.

Responsibilities

• Each day, you\\\’ll be a lifesaver to customers speaking to them on an inbound call line to solve their technical and complex problems. You\\\’ll 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.

What we look for / Qualifications

• \\tYou\\\’re logical, resilient, and can get your point across in a non-assertive way. You enjoy storytelling, and you\\\’re good at it too. You\\\’re excellent at listening and like giving advice. You are comfortable with the complexity of technology and eager to learn more. You bounce back after failures and setbacks, and like hearing about how you can improve.

On-the-job Training

You\\\’ll embark on a 6-week classroom training plus 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.

Working at Sage

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.

Recognition & Benefits

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.

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