S200 Customer Support Expert
3 days ago
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
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