Technical Support Analyst L1 Job Description: Hello there! I’m Tori and I might be your future manager! I truly believe that the best results come from people who feel valued and are encouraged to be their best selves at work. In our team you will find a collaborative environment, where your opinions and ideas are heard and celebrated. We will work together on your professional growth to help you reach your goals and exceed in your career. If you are passionate about customer service, excited to learn new skills and eager to be part of a team that genuinely cares for both the customer and the company, then we would absolutely love to hear from you! The Role: We are on the lookout for a dedicated individual to join our friendly and forward-thinking team as a Technical Support Analyst. This role is crucial in providing top-notch technical product support to customers through various channels, including inbound calls, emails and Microsoft Teams Meetings. We are seeking a dedicated and enthusiastic individual who excels in delivering exceptional service and consistently goes above and beyond for our customers. Your primary responsibilities will include handling customer inquiries with professionalism and efficiency, troubleshooting technical issues, and providing tailored solutions to meet customer needs. You will also document customer interactions accurately, liaise with internal teams and stakeholders to resolve issues promptly, and ensure effective communication with all parties involved to maintain a high level of customer satisfaction. If you have a passion for customer service, technology and a commitment to exceeding customer expectations, we would love to hear from you. Key Responsibilities: Your Day-to-Day Engage with Customers: Spend your day handling inbound and outbound inquiries, via phone and our ticketing system, ensuring customers get the support they need. Troubleshoot Issues: Dive into troubleshooting and replicating customer-reported issues to find solutions. Documentation: Document discoveries with clear steps and thorough analysis for internal reviews. Problem Assessment: Assess the severity of issues and react accordingly to provide swift resolutions. Timely Resolutions: Tackle time-sensitive issues with a focus on delivering timely and clear communication to customers. Trend Identification: Identify and report on trends or product knowledge gaps to help improve our services. Internal Collaboration: Build collaborative relationships within other departments to enhance the support process. Customer Empowerment: Promote the use of our resources to help customers pro-actively solve their problems. Record Maintenance: Update customer records based on interactions, keeping everything up to date and accurate. Knowledge Base: Continuously help maintain and improve a knowledge base of our evolving product and services. Key Responsibilities: Provide expert technical support via calls and our ticketing system. Troubleshoot and resolve technical product issues efficiently. Handle time-sensitive issues with prompt and clear communication to customers. Document discoveries with clear reproduction steps and detailed analysts. Maintain a high level of solves per month. Maintain 20 or more outbound calls per month. Achieve and maintain a customer satisfaction score (CSAT) of 95% or more. Ensure quality escalations to the Advanced Support team with precise reproduction steps. Recognise the severity of issues and react appropriately. Identify and report on trends or product knowledge gaps. Foster strong collaborative relationships within the immediate team and other departments. Promote the use of our resources to empower customers. Document and update customer records accurately based on interactions. Continuously maintain and improve a knowledge base of the product and services. Ensure a customer-first approach by keeping customers updated and fully answering tickets. Provide exceptional customer service by addressing customer inquiries and concerns promptly and professionally. Assist customers with product usage and troubleshooting, ensuring a positive customer experience. Follow up with customers to ensure their issues are resolved to their satisfaction. Gather customer feedback to improve service delivery and product offerings. Ensure a customer-first approach by keeping customers updated and fully answering tickets. Consistently achieve all KPI’s set. #LI-MS2 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.