Associate Customer Support Analyst

The Customer Support Analyst Associate will enhance each customer’s relationship with Sage through helping customers with questions and issues regarding Sage’s products or services and their application in the customer’s business operating environment. Responsibilities · Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals · Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues · Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards · Assists customers in gaining the most value from their Sage products and services · Identifies additional opportunities for Sage solutions to benefit the customer's business needs · Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources · Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect · Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization · Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures Qualifications · Six months to two years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; business intelligence; sales and customer relationship management; human resources, benefits, and payroll; information technology; construction and real estate; operations and inventory management · Six months to two years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude · Adhere to a structured work schedule and efficiently self-manage work time · Requires strong problem-solving skills, including the ability to actively listen, and ask meaningful probing questions · 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 · Requires strong verbal, listening, and written communication skills