Support Agent - Customer Services

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Job Description

The purpose of the role is to provide support to our Sage Pastel Payroll customer. Help our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with minimal constraints and minimal impact to the live customer processing environment. In addition, the customer services agent will provide solutions to advisors, partners and alliances on various technical issues and problems relating to product.

Key Responsibilities

Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders

Deliver timeous communication to the Customer Support teams relating to product updates, software releases, bug fixes

Identifies the root cause of the customers software or system issues and uses system analysis and testing techniques to solve highly complex application or system issues

Monitors trending customer issues to develop proactive communication and customer education

Contributes to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms

Manages the logging process of software bugs or product enhancements and ensures timeous resolution

Works collaboratively with internal and external stakeholders

Continuously finding ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries

Prioritises workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee, and organization

Remains relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures.

Actively participate in internal projects such as product enhancements processes, training development, capturing, and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

Identify knowledge gaps related to product support and collaborate with line managers and training facilitators to close the gap

Flexibility in supporting/moving to other products within CS(demand driven)

Ensuring that you have a good understanding of clients requirements

Apply yourself to Investigate queries by narrowing down the cause of the issue.

Prepare response thats articulate how fixes should be applied sequentially and methodically.

Accurately log events of each customer query on our internal CRM.

Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise team capacity.

Encourage our customers to complete your after-call survey.

Grow your product knowledge.

Grow your customer service engagement with our customers.

Follow internal policies. Skills, know-how and experience:

Essential:

Product certification on Sage Pastel Payroll.

Solid understanding of support platforms and customer experience

Exceptional writing and technical skills

Ability to adhere to a structured work schedule and efficiently self-manage work time

Ability to identify, investigate and resolve technical queries

Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps

Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions

Able to handle difficult conversations without negatively impacting the customer

Adhere to escalation protocols within Customer Support.

Manage uncertainty effectively and work without supervision.

Technical Competencies:

Industry experience would be an advantage

Written and verbal communication skills

Customer interaction Technical / professional

Qualifications and Experience:

BCom Degree or equivalent NQF6 qualification preferred

Matric is mandatory

Certification in the relevant (Payroll Certificate)

Ability to identify and adapt to the customers style of communication

1-2 years Call Centre Experience

Function

Customer Operations

Country

South Africa

Office Location

Johannesburg

Work Place type

Hybrid

Advert

Working at Sage means youre 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. Its 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 at careers@sage.com. Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/

Information :

• Company : Sage
• Position : Support Agent - Customer Services
• Location : Johannesburg, Gauteng
• Country : ZA

How to Submit an Application:

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