Customer Support Expert (Technical Support) Job Description: High Performer. Tech-savvy. Customer focused. Solutions-provider. If you are these four things, you’ll feel the satisfaction of “I smashed it” every day as you shut your computer... This is that kind of job! Working within our award-winning contact centre in Cobalt Business Park, Newcastle. Our Technical Support Experts help customers get the best out of their Sage products and take pride in giving the best quality advice. They are the frontline support for businesses and accountants who use our Sage products in their everyday business lives, and experts for our customers requiring advice or facing any technical problems. This is a complex role that requires a logical and methodical approach to issues, as well as a real understanding to deliver the best customer service for our customers. It’ll be up to you to help our customers understand their products and overcome challenges, as well as promote additional products and services through conversations. 𝐖𝐡𝐚𝐭’𝐬 𝐢𝐧 𝐢𝐭 𝐟𝐨𝐫 𝐲𝐨𝐮? As well as some fantastic benefits, you’ll gain expert knowledge of Sage software products, built up through our new hire journey and with the support of an award-winning training team. You’ll have 5 weeks of class-room based training, followed by further coaching and support as you go live with our customers. Once you’ve gained your product knowledge you will have developed skills to launch your career even further within the organisation. We have multiple functions within Sage and limitless progression opportunities available to you once you become skilled in your product. 𝐓𝐡𝐢𝐬 𝐢𝐬 𝐚 𝐡𝐲𝐛𝐫𝐢𝐝 𝐫𝐨𝐥𝐞 – 𝐭𝐡𝐫𝐞𝐞 𝐝𝐚𝐲𝐬 𝐩𝐞𝐫 𝐰𝐞𝐞𝐤 𝐢𝐧 𝐨𝐮𝐫 𝐍𝐞𝐰𝐜𝐚𝐬𝐭𝐥𝐞 𝐨𝐟𝐟𝐢𝐜𝐞. Key Responsibilities: 𝐖𝐡𝐚𝐭 𝐲𝐨𝐮'𝐥𝐥 𝐛𝐞 𝐝𝐨𝐢𝐧𝐠: You’ll speak to our customers every day on an inbound call line, as they contact Sage for technical and complex problems that need troubleshooting and resolving. It will 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 that could save them time and effort, ensuring they get the most from their Sage subscription. You may speak to customers on occasion via web chat and email – so strong communication skills are key! 𝐌𝐢𝐧𝐢𝐦𝐮𝐦 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 & 𝐒𝐤𝐢𝐥𝐥𝐬 𝐫𝐞𝐪𝐮𝐢𝐫𝐞𝐝: • Strong communication skills, both written and verbal. • Proven experience in a customer service role, preferably in a fast-paced environment. • Proficient with operating computer software/programmes, with the confidence to pick up new tech. • The ability to remain resilient whilst resolving complex technical issues. 𝐘𝐨𝐮𝐫 𝐛𝐞𝐧𝐞𝐟𝐢𝐭𝐬: • Starting salary of £26,000 • Annual bonus up to 10%, along with monthly perks valued at up to £500 • 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 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 atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.