Customer Support Analyst

Technical Support Analyst Learner. Listener. Solutions-provider. If you have those three things, you will feel the satisfaction of “I crushed it” as you shut down your computer at the end of the day. This is that kind of job. Let’s skip to the good part. What’s in it for you? Flex work. Yes, you read that right! None of that “5 days a week in the office” thing for us. Most days you will work from home and two days a week you will work at one of our campuses. We aim for the best work-life balance.

Responsibilities:

• Some of what you will be doing. You will be the voice and face of Sage when our customers need phone support for program or system errors with Sage accounting and Timeslips products. You will address software operational failures, installation, upgrade, migration, and performance issues - often delving into Windows system or networking issues and configuration. You will use your empathetic and human-centered approach to go above and beyond for the customer. Using your passion for creating world-class customer experiences, you will build fantastic relationships in a fast-paced environment. You will help maintain and develop our self-service platforms (e.g. Sage City, Sage Knowledgebase etc.) in order to assist customers in helping themselves with these world-class tools. But wait, there’s more! Benefits and Compensation: • 21 days paid time off to start • 5 days paid time off to volunteer and give back to the community we live in through Sage Foundation • New parental leave – 18 weeks paid • Bonus potential 10% of salary per year • Comprehensive medical, dental and vision coverage • Paid tuition reimbursement per year • 401K contribution match (100% up to 4% of salary) • $360 FitBucks per year • Peer recognition and rewards program • All supplied equipment to setup your work from home office (laptop, docking station, screens etc.) • Campus activities and events Must-have: Passion for creating world class customer experiences Great listening and troubleshooting skills through active listening, meaningful questions, and an ability to break down processes into simplified steps Excellent interpersonal skills, resiliency and of course a great sense of humor - we like to laugh and have fun too! First-class team player participating with the team to achieve great things with a positive can-do attitude Ability to adhere to a structured work schedule and efficiently self-manage work time High School Diploma or GED Learn and apply technical knowledge (no worries we’ll teach you!) A reliable high speed internet connection Customer Service/Support experience (2-3 years) Nice to have: Knowledge of basic accounting Windows PC admin skills such as: • Software installation and configuration • Directory/file structure • Network communication/connectivity • Backup/restore • AV systems Knowledge of Sage Timeslips software Award winning culture and much more: According to our employee feedback on Comparably, we scored a 4.8/5 rating on our great company culture and our employees gave our CEO a score of 90/100. We also recently won awards for Best Company when it comes to diversity, compensation, women, work-life balance, leadership, and career growth - to name a few. Doesn’t this sound like the place you’d want to grow your career? What is it like working with us? Who is Sage: https://www.sage.com/en-us/company/about-sage/ Life at Sage: https://www.sage.com/en-us/company/careers/ How we make a difference: https://www.sage.com/en-us/company/sage-foundation/ Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/